I convinced my mother to use Airbnb for the first time. However, after her first experience she’s said she won’t use it again.
She had had a big family rental for a week of ten people including 3 dogs. Host said he was nervous because he never rented to groups that large before and wasn’t super comfortable with three dogs. He allowed her to book anyway without charging pet fees.
After my mom wrote a glowing 5-star review, he told her he was leaving a bad review (which he claimed he never does). He lives out of state but he said the cleaning team said the house was incredibly messy with dog hair everywhere and the humans were messy too (with no specifics). He now wants to charge my mom additional cleaning fees.
My mother stripped all the beds, washed all the dishes, washed most of the bath towels minus a few used on checkout day which she left in a tub, swept all the floors, took out the garbage to the dumpster, and wiped out the inside of the fridge and the gas stove top.
My mother feels terrible but cant understand why he would treat it as if she left the place a wreck or damaged the property. She now thinks every host will be like this going forward and since this is her only review, she’ll never be able to rent again even if she wanted to.
Any advice on what I should tell her?