Hi again, @Anonymous! The best way to contact me is to put an @ sign before my name. That way I get a message that a comment has been directed to me. Otherwise I just get an email that someone added a post.
I see that Kristina has left a wonderful review since Esty's. Given that, I wouldn't respond to his review at all. Let it get buried without comment under other great reviews. I know it is difficult to do, but by not responding to it, he just looks bad all by himself.
I once got a review that my patio needed a "good sweeping" making it sound like I don't keep the place clean...That review is now totally off the page, and now replaced by great reviews. Sometimes guests feel the need to "educate" host on how to be a good host and wind up looking ridiculous or too fussy.
As to what Airbnb wrote you, if you know that all the amenities are in good working order, I'd let that go as well. They are just responding to what guests tell them and have no way of knowing what the real situation is. Messages between you and the guest are not made public but are visible to Airbnb. Always be sure to communicate with guests, especially complaints, so Airbnb can see the entire conversation should a dispute arise.
One thing I've learned after many months of renting my space is to be proactive when screening guests. I have a Strict cancellation policy so I try to make sure that my place is the right place for them. In the beginning I was getting less than 5*'s for Location, for example. So now, when responding to an Inquiry or Reservation Request, I ask guests to take a second look at my location and explain that I am not close to town. I make sure they acknowledge where I am located before I accept, and commit them to a reservation. That way they are confirming they know on Airbnb's messaging so can't say afterwards that my place was too remote for them. I also make a point of telling them that I don't have WiFi, which is in my listing description and crossed off in Amenities. I give them a chance to cancel their request if that is important to them. I'd rather not have a reservation than have a complaining guest who is likely to write a bad review. Guests seem to appreciate my honesty and for looking out for their best interests. And, it has paid off in my reviews leading to Super Host status which has reaped many benefits.
If there are any weak spots, such as the ones I have, you might consider doing the same. If there is noise which might bother some guests, I'd point it out and ask the guest if that is a problem for them.
As to calling Airbnb, yes, they try to keep the phone lines open for emergencies such as guests not getting the keys to a place or the listing is disgusting and they can't stay. Once I had a gas leak in the house on the very day a guest from Taiwan was to arrive and I couldn't get in touch with him by messaging or by phone. I simply used the Contact Us link and got a response and resolution right away. I didn't even know enough to call although I could have since it was a real emergency. Best way to contact Airbnb for quick assistance, but not an emergeny, is to use Twitter @airbnbhelp. They get back to you as soon as they can, usually within an hour depending on how complicated the issue is. I use it all the time.
Anyway, sorry to be so long winded, but hope I've given you some valuable advice. You can also send me a private message by clicking on my profile and then Send Message.
Thanks for your offer! When are you coming to California?
All the best, Clare
