We just started a new arbnb last week and was trying to maintain a good profile. I hosted a couple last week. My check-in time is 4-10 pm and the woman kept bugging me to make it earlier for them. So I got the room ready by noon and informed her, but they didn't show up until 10pm at night. They arrived and everything seemed fine. I constantly checked with them and accommodated their requests of using the backyard and the fire pit. They told me the bed was collapsed -- but every time I went to them, I saw them staying in bed just fine. Anyway, I provided them some fruit as compensation.
I went to work early Monday morning, when I got home in the afternoon I found out that they took one of my Chinese moon cakes, which were stored in a closed metal box. I messaged her and she said they thought those were for guests. I explained the situation, told her that I travelled 40 minutes to get these for my family, and they play a vital role in our celebrations. She apologized and she offered to have a box shipped to my place. Then all of a sudden, she said light refreshments were common from hosts. She became extremely defensive, expressing their dissatisfaction of the room, complaining that I didn't replace the towels in time (we have four towels in the bathroom) and that her boyfriend's arm got scratched from the wreath on the door???? She also said that if I don't let his go, she would not write a good review for me. Lastly, since I asked $5 to replace the mooncake (they are not cheap and normally it costs $20-$30 a box and is only available during mid-September), she thought that I was creating a drama and that this was all about money.
I had all the conversation on file and reported her to Airbnb. I also wrote a negative review about her. I sent a money request to her but she never responded.
I still feel very upset, offended, and disrespected. Any suggestions on addressing this situation?
Thanks!
