What would you have done?
Sunday a guest checked into our Vermont property (converted barn) who had made a big deal about one of her three dogs being able to swim in the pool, normally not allowed. We opened the pool two weeks early and the guest left a large security against any damage to the vinyl liner. My husband decided to drive (6 hours round trip) up to check her in. Our caretaker is new and we thought this responsibility was too much responsibility for someone just learning the ropes. After my husband left the guest texted me that she would not be willing to take her dog in the water that day, and when I suggested our caretaker would return the next day to assure that the dog was entering and exiting properly, she again declined.
My husband checked in the guests at 4:30 and was on the premesis until about 7:00. He noted that they were disinterested in hearing about the operation of the hot tub but he pointed out that there was a drip presumably from it having been extensively repaired the day before. He was in the yard when the guests walked their dogs (two Newfoundlands and a ChowChow) around the lawn, and interacted with them a few more times, including telling them that the hot tub leak had gotten much worse so he was turning it off for the night.
At 8:30 PM I got a text with daytime photos of a dog stool in the yard, a wet spot under the deck where the hot tub had been leaking and a sewing needle the guest found on the floor. The text said they were leaving due to cleanliness issues and the hot tub not being available. I was in the middle of checking in a guest at my Connecticut rental and even if I wasn't I'm not sure what I could have done to rectify the situation. Two of those things could have been discussed with my husband but they chose to wait until he was gone. Naturally, a few minutes later, I got an email from Airbnb that the guest had requested a full refund.
The next day I assembled the receipt from the hot tub rebuilding, statements from my housekeeper and my husband, and along with a sequence of events, contacted Airbnb. To make a long story short, Airbnb gave them a full refund! Even though the guest made no attempt to point out the dog stool to my husband or inquire as to the status of the hot tub, I was penalized for not being communicative after my guest announced they were leaving. (Later that night the service technician who had fixed the hot tub leak that morning told me the hot tub had been tampered with after he had reassembled it the day before.)
What's worse is this could happen again. Our three acres is not fenced in, both my neighbors have dogs; infact, one of my neighbors has free-range checkens that often end up on our lawn, and there are dozens of rabbits and other wildlife that befoul our property from time to time. I don't expect problems with the hot tub now that it's been entirely rebuilt but if a drip under the deck is enough to solicit sympathy from airbnb or a needle on the floor what if a guest gets a sliver from my rough-sawn paneling or the sink drips because a washer needs replacing, or heaven-forbid, the gaggle of wild turkeys polutes the yard?
Sorry this has been so long but I am so very frustrated. We have been doing short term renting for 10 years and currently have three rentals. They are beautiful properties with original works of art and antiques and beautifully decorated. We do not hesitate to replace things that mysteriously disappear or make repairs. I keep them spotlessly clean which can be a challenge with doggie guests.
And Airbnb doesn't have our back!
Pat and Gabe
