I just had a guest check out of my house. This was their second stay at my house. I came home to find the bed covered in red mud and dog hair, they brought their 2 dogs with them. I also noticed a phone charger was missing, I know thatt's not a huge deal but still they stole from me. During their first stay they destroyed one of my dining room chairs and stole a flashlight (which they admitted to). They told me that when they sat on the dining chair it collapsed but no injuries occurred. I asked several times if she was ok and she told me evey time that she was fine. I even asked during their second stay if she had been injured and I was told that she not injured and was fine. This is just the beginning.
I have had many greast experiences with my guests and have had all wonderful reviews, until these people come along. During their second stay only the husband came. At one point I stopped by the house to check on my cat and he kept trying to get me to come inside the house and I kept saying no. He even asked me if I wanted to stay in the house during his stay. I am a 36 year old female and he is probably in his late 60's. Totally inappropriate and it made me very uncomfortable. After he checked out I came home to find the bed covered in mud, dog hair everywhere (it clearly states in my lisiting to vacuum up all dog hair left behind), and the phone charger missing. I contacted the wife because she is only one with an account and just asked that they cover the dry cleaning for the bed linens and replace the phone charger. The previous visit I never bothered to ask them to pay for the dining room chair. It was smashed into pieces, no way that happend just by her sitting on the chair. She responds and tells me that she has been so physically injured from her previous stay, which was a month earlier, that she has not been able to contact me to talk to me about, even though I was told several times by the husband that she was not injured at all. She says she is contacting her lawyer about her injuries. She also says she is contacting the humane society to tell them that I abandoned my cat and left them to take care of him. It clearly states in my listing that a cat lives at the house and that I will stop by every morning and night to feed him. At no time did they ever have to take care of him.
I contacted Air B&B about the issue and they told me to submit a resolution to the guest in order to have them pay for dry cleaning for the bed linens and replace the phone charger. I feel very uncomfortable doing this because I don't want to anger this lady even more. I don't want to have anymore contact with her after hearing these crazy accusations she has come up with. She was obviously not injured because she never saw a doctor and told me repeatedly she was fine.
After their first stay they left a very nice review, gave their stay 5 stars, and stated that they "loved the house." She is now saying that she was very unhappy with her stay and has left me a bad review for the second stay. I have not read the second review yet because I realized that if I don't leave them a review their bad review won't show up on my listing. I feel like it is responsibility though to leave them an honest review to warn future hosts of what type of guests they are, but their bad review will completely mess up my rating and I am almost at Superhost status. I'm also very worried about this lady claiming she was injured in my house and saying I abandoned my cat. I just don't know what to do and am very disappointed with Air B&B's lack of assistance. I am at a loss as to how to handle this and I'm thinking I should just throw the bed linens away and not even pursue trying to get a resolution. Can anyone provide some advice? Thanks!
