I am in a bit of a pickle and am not sure how to handle it. I had a horrible guest experience this past Saturday in which they cancelled their stay approx. 2 hours after arriving (and using our pool) and now I have the option to leave them a review. I want to leave them an honest review so that other hosts can avoid this individual but I don’t want to receive a negative false one in return, which I am sure would happen.
Here is what happened:
I was not going to be home at the time of the guests arrival so I sent the door code information over, something I have done numerus times and have never had an issue. Upon arrival, the guests reaches out that she thought it was a 3 bedroom house and that she needs an additional room. I have it stated this is a shared space, and only 2 bedrooms are available for a max of 4 people (qty 2 per bedroom.) Thinking the request for more space was very odd since she only booked for qty 4 people, I pull up my living room camera to see 8 people standing in my home. (The security cameras are noted in the listing as well as their locations) I remind her, this is a shared space and can only accommodate qty 4 people and the additional people need to be removed. I immediately contact Airbnb for support who attempted to reach out to her via message and call with no response. She, her friends and family spent 2 hours swimming in my pool before finally responding back to Airbnb stating they were uncomfortable that we had cameras and throught they booked an entire house and they wanted to cancel. When I arrive home all the bathroom towels were used and thrown throughout the space and back yard, all of the coffee, sugar, tea, creamer etc. that were in the bedrooms were taken along with over half of the toiletries that are available for those who forget.
As stated, I want to leave an honest review regarding my experience but I fear that they will leave a negative and inaccurate one which will affect my star rating.