We've been hosting a nice condo in the USA NE for about 8 months, and we have all five star reviews. On Father's day we had a guest and her two friends scheduled for arrival for what they called "either 5 or 6 pm " for a two day visit. Our house rules are 3-6 pm. Our guests indicated they would contact us 45 minutes prior to their arrival so we could check them in and provide keys. At approximately 5:30 pm the guest contacted me and said they had not done socializing with some friends at a party from our so they would
arrive around 7pm. At 730 pm they contacted me and said they would be there at 815. I met them, showed them the condo etc . As I started to leave I noticed two more guests exit their car and walk towards the condo, one more guest than was authorized. It was around 845pm and dark but I noticed none of the guests had luggage, tote bags or purses etc. I left the area and approximately 90 minutes later I rec'd a msg through airbnb from the guest indicated she had discovered "feces" in the toilet and "feces" on the hand towels. As I had just been in the condo with the guests, had cleaned the condo myself, my heart sank as I knew I had a problem as these complaints were bogus. The rest of the guest msg indicated due to the late hour of their check in (which they created) they would spend the night in my condo but felt they shouldn't pay for a second night due to the "feces". I live near the condo in a small town and felt troubled so I called the police and asked if an officer could meet me at the condo. I drove to the condo, spoke to the guests and noticed they were eating fried chicken /fries take out on our sofa. There was no luggage in the condo. The guest showed me to the bathroom which was immaculate and said she had cleaned up the mess and decided not to photograph. I noticed one hand towel with a brown substance on it. When the police arrived the guest admitted the condo was clean upon their arrival but that someone must have broke into the condo and soiled the toilet and towels while they were out grabbing dinner. The officer pressed the guest asking her how she cleaned up the mess and she indicated she used toilet paper. The toilet paper roll still contained a full roll of paper. The officer made some documentations on their vehicle etc and the guests said they were leaving. The officer then proceeded to check the condo and the vicinity and found no sign of forced entry into the condo either at the outer door or residence door (two different keys). The officer told me it was obvious to him the guests had no intentions on staying in the condo. I contacted Airbnb, they were very helpful; however, the guest began to send rambling messages through the Airbnb site one of which stated the guests father had died that morning and she was being mistreated (Airbnb advised me to document the facts via a msg to the guest which I had and the guest was responding). When the officer had arrived the guest told him her father was a police officer in a certain place and she had the highest respect for the police. Later that evening I checked that Department's Association website and confirmed the guest's father had died 18 months earlier. Airbnb stated the guest wanted a full two day refund, but asked me if I was good with 1/2. So Airbnb provided a one day rentals worth of refund. When my wife checked the condo the next day we noticed the guests had consumed some complimentary chocolate but spit it out into the trash. This was the source of the brown stain on the towel. Even though the guests had only been in the condo for a couple of hours, we had the condo re-cleaned and sanitized. I am not conflicted about leaving a bad review but I don't look forward to the retaliatory review I know will be waiting for me.
On another note, I have only had great people utilize my condo via Airbnb from all over the world. Everytime I check someone in and return home my wife asks me "How were the guests"? On this particular night I told my wife that I did not have a "warm and fuzzy about these guest". Basically they ruined my fathers day as I spend almost five hours that evening dealing with them. No doubt they did not expect the police to arrive and I feel that's when they decided to depart the area immediately.
I also feel they had either found other accomodations or were trying to scam me out of the rent with veiled threats to leave neg feedback regarding feces in the condo. Airbnb advised that in the future if a guest begins to push the check in time later and later and I'm not comfortable with that advise them of a certain "deadline" arrival time. If that is not met, advise the guest they'll need to look for other accomodations as you won't be able to check them in. They told me not to "cance" the reservation, but call them and advise them of the circumstances.
The guest has yet to write a review..I plan on writing a non emotional review, just the facts etc. Just throwing this out there as I'm a novice..thanks