Hi. We've been on Airbnb for less than 12 months, and have had only good experiences until this last one. We live a few hours away from our holiday house so I rang the guest and her family (husband, two teenagers and a young child) when they had left, to check that all was okay (I usually try to make contact at some stage). The woman complained and said that there were spiders everywhere. I explained that we had been there a few days earlier and there weren't any, so they must have come since then. She said there was one in the sink in the kitchen and they had to spray - understandable. She also complained that there were spiders under the house where the kayak was! (This is Australia!). The cleaner told me that she'd cleaned away all cobwebs before the guests arrive, and she has always been totally reliable so I believe her. The woman then complained that the water in the estuary was too shallow to use the kayak! It's a tidal estuary and there is usually plenty of opportunity to kayak - pick your times. I felt disappointed she whinged about these things, but accepted that you can't please everyone.
But this morning, Monday, the cleaner rang to say that the guests had left all the lights on in the house, as well as the outside lights, and had left the airconditioner running. They left in the daytime, on Sunday morning, so that's 24 hours before the cleaner comes in to turn everything off.
We provide free Wi Fi and I checked the usage - they used more than 3GBs in the three days, so they had enjoyed all of the extras that we provide, and yet only complained.
So my issue is this: they can give us a bad star rating even though they obviously used all the facilities at a reasonable price and didn't respect the space. I don't want to give someone a bad star rating but they didn't respect the space, and I'm cheesed off about it. And now our otherwise 5 star rating may be affected.
What do I do? I'd appreciate any advice.
Cheers
Gwen
