Advice on reviewing some guests

[Rosemarie9]

Got a tricky situation, and just need some advice on wording a review. Two guests a week ago, who weren't best at communicating, asked for early check in, then started texting me three hours before agreed early check in time, which I answered between cleaning, then they decided to go sight seeing a fair way out of town anyway. Ok, so far just annoying. They check in that evening and the next morning I get a private phone text from the registered guests friend saying she knocked over the space heater and burned a hole in the rug. As it happens she scorched the timber floor, and melted the heater as well. I didn't see the damage until they had checked out, although I had enough sense to answer through the system to make sure it was logged. They left nothing towards replacing the damaged goods. I sent a request for 50 euros as I was pretty miffed, and that only covers about a third or so of replacement costs. She took her time, saying it wasn't accepting her card at first, and just saw that the request was accepted. She has also left a review. How should I word my review truthfully, I would not recommend her despite the fact she had no bad reviews previously. It goes without saying that I dread  she might have left a poor review as retaliation. If so, I will be taking it up with airbnb. Any help is appreciated.

[Lisa723]

@Rosemarie9 I'm not clear on why you are miffed. Yes, an early check-in can be an inconvenience for the host, but sometimes it's no trouble, and she had no way to know whether it would be except by asking you. You could have said no. And after you've said yes it's no more work for you whether they use it or not. Knocking over the space heater was surely an accident and they informed you right away. (Modern space heaters that I am familiar with automatically turn off if they are not upright, and I personally would never offer one without this feature.) The guest accepted your request for damages. She could have contested, but she didn't, even though she didn't personally do the damage.  You could have asked for the full cost, but you didn't. My take is you are being pretty hard on this guest who really didn't do anything wrong.

[Rosemarie9]

I did say they could check in early, but they then tried to check in another almost four hours ahead of that time. The heater was a floor model, no problem for hundreds of other stays, I cannot fathom how it got tipped over in the first place. And yes the guest offered to replace the rug at first, but left nothing when checking out, she accepted she was completely careless. I take great care in creating a safe space, the extra air heater was just an add on for guests to use. The air space heaters here in Ireland don't have a cut off. The halogens do, it was not a halogen upright heater. I would never entertain putting a halogen heater in my listings. She would have had to wrap a rug around it to do that damage. Surely two grown women should take care, everyone else in three years has managed not to do something so careless. If I say something is my fault and offer to replace something I do it. I wouldn't check out and then leave nothing. I guess we have different ideas on personal responsibility. I do bend over backwards to provide quality safe listings, and great service, I think my reviews show that. 

[Jessica-and-Henry0]

@Rosemarie9 

Of course the guest would not "leave money" to pay for damages...... you need to send a request thru Airbnb (which you did) and once the guest accepts (which she did) you will get your money.

While it's unfortunate about the accident, I'm not sure why you're miffed at the guest. Sure..... she doesn't seem like the most organized person but from what you wrote she didn't seem to do anything "wrong". Communication seems to have been fine. 

[Rosemarie9]

Ok, suitably chastised. I don't think I expressed the situation very well, my fault. The guest didn't read my messages, which she admitted, and didn't answer when I messaged or tried to phone her back numerous times on check in morning. She was all over the place. This and not leaving the place tidy, and damaged was not great compared to other guests I've hosted. She said she would send money through the system, but then did not without me instigating a request towards part of the damage. Even then it was outside the normal 72 hour period. I guess I am just a little stressed at the current run of guests treating the space quite poorly. This is seeming to be normal instead of the odd few in the past. I am a home host, but cannot be looking in windows or over their shoulders.Smoking inside, horrendous mess have been the new status quo, maybe I'm  just having a bad run or do not have the stomach to host anymore. Thanks for the advice.