We are super host for almost 2 years now and never had a bad review. Recently a guest stayed with pets despite our strict no pet policy. After a complaint we went to investigate and 3 dogs were in the property. We rang the employee twice and guess twice and knocked on the door I’ve tv 30 minutes. 3 dogs were barking and scratching at the door. We were highly concerned about the dogs causing damage. We opened the screen door to investigate. A female then answered the door and allowed us to access the property with consent. Furniture was chewed and soiled by the dogs. Now the guest has put a complaint and we are under investigation and have restricted access to our account because the guest wants to be reimbursed.
we have worked so hard to make our space a safe and friendly place to stay and now because of one guest with arrogance and disrespect for our apartment with face the risk of our account being closed dispite clear strong evidence sent to the resolution department. I’m a nurse and my husband works with youth and advocacy and safety is a core principle of who we are, but yet some can send through a complaint and it’s our word against there’s. We are at a loss of what to do now as despite numerous attempts to the resolution centre we can’t be put through to the appropriate person.
Any advice would be greatly appreciated!
