Hello to all you great hosts out there,
I started my Airbnb experience as a host this year and I hope to become a Superhost soon. At the moment I am having troubles giving the feedback to my latest guest, so here I am asking you for help please.
The guest and his group made a last minute inquiry for a one night accommodation. I accepted it and replied, even wrote some words in their native language. The guest has four 5* reviews so far. Form our first conversations, I observed that he doesn't really understand everything in English.
I wrote them all the instructions, I have an online and a printed guide book, I left them a welcome basket and I checked if they were ok; the reply was, that everything is perfect.
They checked out at noon and wrote me a message at 2 PM stating this and just thanks and no issues mentioned. As I went to the apartment in the evening, I found the entrance door open (not locked) and the lights were on in the living room.
Otherwise, the keys were in the mail box like I had instructed and the apartment was clean. I was in shock, but I was lucky that nothing bad happened in all these hours the apartment was open.
The guest left me a review meanwhile. I wrote him a mail to thank him firstly for leaving the apartment so clean and I gave him the opportunity to explain, why they left the door open and the lights on. He answered in a rather irritated manner, that the door is damaged and they slept with the door open and they left thinking that they closed the door (this is what I understood from his message).
It is unacceptable for me that my apartment was left open without informing about any issues. On the other hand, I am thinking about the language barrier, I see that he had good intentions and I don't want to ruin his 5* strike. And I want to warn potential hosts about this.
How would you handle the situation? There is also the option of not writing a feedback. Please help me sort this out. Thank you all for your time and I wish you a great day,
Adriana
