Hey everybody! We have been renting out our retirement home in Mexico for a year. We don't rent often as we limit to 4 guests and advertise no children as it is a luxury condo that we bought and furnished without originally planning to list on AirBnb. We have had great guests and all 5 star reviews until this last weekend. (Of course there is always a damaged or missing towel or missing candle, no biggie.) However, we did have to request money from these last guests which they have refused to pay. The handle on one of the sliding doors was completely broken off, it also serves as the way to lock the door so needed to be replaced last night before new guests arrive today. 2 Cuisinart frying pans had burnt on food which looks like they tried to scrape off with sharp object so is damaged beyond being able to use. Those had to be replaced as well and unfortunately were part of the set we bought and took to Mexico last year. They used a kitchen towel I guess to attempt to clean and the mostly white towel is now black. If they had reported the broken handle, I probably would have let the whole thing go, but decided to request $45. He doesn't deny the door handle breaking but says they had no parties or kids. He says the pans just need to be cleaned and that is why they pay a cleaning fee and the same for the towel . Also to note is our rules clearly state that our HOA requires a govt. photo ID prior to arrival. I requested this twice and never received. They booked instantly on Thurs. and checked in on Friday. They left Sun. night rather than Mon. am because of "transportation" reasons. Appreciate any suggestions on how to write the review and do I wait until the money issue is resolved or just go ahead and write it. They have 3 previous good reviews and 4.5 rating and this is why they were able to Instantbook, of which setting I have just changed. Thanks in advance, I don't want to lose our Superhost status, but looks like we will. Thanks!
