Hello community!
I am writing today as I have a problem that I really don't know how to deal with:
I had these guests staying for 2 nights. When we accepted the booking we knew we wouldn't be at home as we had a trip planed for that time, so we explained to the guests that we wouldn't be there, but a friend would open the door and help with the check-in. We told them that we were going to be back at their 2nd night, so we could meet and help them with the check out. When they made the booking they asked if they could stay longer than our regular check-out time (11am), and we told them they could leave their luggage in the flat (all packed and tidy at the entrance hall of the flat, as we needed to clean) and come back later (5pm top) to collect it. The date of their booking arrive and they came, we were in our trip and our friend helped them with everything. It is not the first time we do this, our friend has helped us several times when we can not be there for our guests, so let's say she is part of our "host team". As well we help them as much as we could via email and the airbnb messages.
When we arrive to the flat from our trip (the second night of their stay) we found them completely naked with all the lights turned on, their room was widely open and they were having sex, they scream "who is there? stop!" when they realized that we were entering into the flat. Our place was turned into a total mess, their belongings were all around, the way to our room was completely blocked and the house in general had a very bad smell.
After puttin some clothes on and coming out from the room, they said they were very upset as they "weren't waiting for us to come that night". The toilet was blocked (first time that happens in the flat) and instead of calling us to notify the problem (even though they had several ways to contact us or our friend) they tried to unblock it themselves "with a plastic bag" (??), and they left the bag on the floor full of feces. In the middle of this chaos they asked us again about the check out time, and we remind them it was 11am but they could leave their belongings as we arranged before, but just until 5pm and without any further use of the room as we needed to clean. They got really upset when they insisted in returning between 1pm to 3pm to have lunch and a nap, and we said no (as we had to clean for the next guest).
They finally left the room the next morning and left their belongings tidied up in the entrance hall as arranged. Nevertheless the flat was a total disaster and the bathroom was full of poop (EVERYWHERE). One of them shaved and cleaned the razor on the bathroom shelf, so it was extremely full of hair. As well the bath was completely covered with a thick layer of hair, like if they had used a shaver machine to cut their head hair. Even the toilet tank was broken. In addition to all this, they didn't return to pick up their belongings at the arranged time, we had to wait for them until almost 8pm.
Unfortunatelly that's not the end of the story, it got even worst as they write us asking for the money back or they would leave a horrible review. They argue that the place "is a living room and there is no privacy", but precisely what we are advertising is a living room, even as a shared room category (even though is a completely private and separated room from the rest of the flat). That is very well specified not only by us but by the reviews as well, and you can check our ad and see that is completely private even though the room is supposed to be the living room. None of our guests have had problems with it. We exactly don't know how to deal with this, if there is any possibility to do something else than just write a response to their bad review.
Thank you in advance for taking the time to read this increddibly long text, but it was a really bad experience and I had to tell the whole thing.
Kind regards.
