Hi, I was hoping to get some advice.
I have a party of four staying at my place. The first night they arrived, they complained that the bedsheets were used and that the garbage bin was full, and that the batteries on the remote were dead.
I’m on travel at the moment but my assistant took care of it as usual. All my previous guests have praised her for how she keeps my unit clean. I knew this was impossible. I assured my guest that the sheets were freshly laundered but they but they may be a little wrinkled because it’s costly to have them ironed as well. As I can’t predict when remote batteries die, I told her she could buy batteries from the convenience store downstairs from the unit and I would happily reimburse her for the cost.
She also wanted more towels and an extra key, so I had them sent over the next day, and asked my assistant to clean a little, as well as a box of cupcakes by way of apology just to appease her.
The next day, she sent me more messages about my AC leaking and how miserable they all were in my unit. No thanks or acknowledgement for the cupcakes I sent over.I apologized over and over. I tried to have an AC technician have it repaired that same day, but he was refused entry by building management because they don’t allow any repairs/renovations on a Sunday.
So I said he would come back on Monday, and I refunded her one night’s stay for the inconvenience of the leaking AC. I also sent them extra bedsheets.
Today, she complained that she was having guests over in the unit and that she was so embarrassed about how dirty and messy the unit is. She also said the previous refund I gave her wasn’t enough. I about lost it by this time. I asked her why would she insist on entertaining her guests in the unit if she knows we have AC repairs scheduled for today? (It’s a one bedroom condo unit, so it really is small.) I told her I would give her until 2pm to find another unit, cancel her reservation and I would even refund her one more night but now she refuses to leave. I’m apprehensive she’ll ruin my superhost rating by leaving a really bad review.