Hi everyone,
New hoster here and so far generally very good till now as I've had my first bad guests. I called the guests about their check in time. I used the App to initiate the call so AirBNB can presumably check that it. The guest said they were having dinner and checking in at 10pm. I said I may be in bed already at that time, but it would be fine - they can let themselves through.
I set the room up for a couple, left the guest entrance door open, the door to their bedroom open and the light on in their bedroom. The only entrance they had to get through was the external one. I stayed up till 10:30pm waiting for them.
CCTV shows guests (Shiwani's husband) got through the rear entrance at approx 1:34:15am and looked at entrance to sunroom for exactly 1 second and turned back. In other words they made it into the first 4 meters of premises and did not bother to go further. CCTV footage shows they have entered the property at 1:30am: https://youtu.be/RJ48HmelGk0
They left messages regarding a 'scary picture', complained about smoke are asking for a full refund. The picture they are talking about is around 70cm square and fills a window of the garage near the rear entrance. It's about 5 steps into the property. I generally wouldn't have thought it was scary, but every one is different so I don't see why they would lie about that (if they came in the day or at 10pm with me escorting them as arranged they probably would have been fine).
They can only be lying about the smoke smell as they never entered the premises (there are no smokers or guests that have smoked in the home anyway).
Everything was setup nicely for them. Lights were left on. All they had to do was walk a few more meters to get into the house and enjoy the nice comfy stay as other guests have enjoyed.
I intend to ask for their review below to be removed, decline their refund and and would like your opinion/guidance.
PLEASE NOTE ITS A TEEN SHED WITH SCARY GRAFFITI AND ITS A AREA FULL OF DRUGGY PEOPLE. Its NOT A HOUSE and very hard to find cz its like load containers and there is little gate that opens to graffitii full area with scary face. It is FULL OF CIGARETTE SMELL. We spend whole night in car on road but didn’t go inside as it was very very dirty and then there is little tiny shed like a CAVE that leads to house so unless u have a stone heart u can’t go in. Its all wrong description by host. Very very bad place
The house was full of cigarette smell and creepy stuff everywhere with scary graffitii. Even if sm1 comes in day time , no one is comfortable in teen shed with scary graffitii everywhere. And ut was full of cigarette smell and very dirty
