Discouraged

[Alyssa522]

This is our first time renting our home. It is our home we live here full time and decided to rent while we were gone. Everything seemed good, anytime the guest needed something we promptly sent our emergency contact to resolve the issue. There were only minor things and easily resolved. Multiple times we reiterated if there were questions or concerns to please let us know so we could fix it. 
Guest left, the next day we get a call from Airbnb and they let us know that the guest had filed a complaint that our home was unsanitary. They said there was an issue with a bathroom leaking, the kitchen had food in it, they found a cockroach and there wasn’t room for their items. We worked like crazy to get our home ready for these guests. They never said anything to us about any of these issues. Our house is not unsanitary. And I’m very frustrated that they are doing this. 
They also smoked on our property even though we did say no smoking. Just very frustrated with the situation.  

[Chad548]

Sorry you experienced this, but guest expectations can vary widely.  I one time received a 3 star review because they said local drivers were bad and traffic wasn't what they expected.

I have never rented out the space I also occupy, but could see it as being an issue if the guest feels like they can't unpack or are afraid to touch things that are personal in nature.  Things that are no big deal to us or other guests, are perceived as issues by others sometimes.

That being said it kind of looks like the guest may have been looking to get out of the reservation.  You didn't really state if they stayed for their entire booking or left early.

My initial thought is if a guest rented an entire place they want to be able to use it. Maybe they love to cook and stopped and got a ton of groceries and got there and the fridge was full.  Maybe they like to unpack their suitcase and put things in drawers or in closets. Did they have space to do that?

You can try to dispute the review with Airbnb, if they left one for you.  I would ask for pictures and any documentation the guest provided. It may have been a heads up from Airbnb.

I have had it happen when a guest not once contacted us, then tried to send in mounds of documentation of why she needed a refund for a full month stay.  Making claims and sending pictures you find off the internet claiming it was our place.  The stay that left the day before she came and the stay right after both 5 stars.

You can look at guests reviews from other hosts and get a feel for the type of places they are staying to see if you think it will be a good fit. Pricing has a lot to do with it too.  Price too cheap and you get the cheapo's that nothing is ever is good enough, priced right and most guests will treat you right. overpriced and folks expectations go up.

Just keep plugging away, fix the issues you can, address the concerns like space and keep moving forward. If you want to place a claim with Airbnb on the smoking you can through the resolution center. Just have documents to back it up. If you clean/clear it yourself any claim will probably be denied unless they left and ashtray in your living room that you have a picture of.  Unless it is a huge issue, it is probably better to forget it and move on.

Did they leave a review and you left one for them yet?

[Inna22]

@Alyssa522 until you get a few reviews, your listing will attract subpar guests. I know it is chicken and the egg situation but hang in there!