Guest locked out our cat but appologized, write a bad review?

[Bruna-and-Siana0]

Our house rules clearly state: "please do not let the cat out" and "don't feed the cat". The rules are in our listing and also printed in the room. We also have signs on the main door and balcony. It should be clear to all the guests. However our recent guest locked out the cat in the balcony and gave him a can of food (I guess to bring him to the balcony). Luckily the cat didn't jump and escape but he was shocked and in panic until we arrived.

We asked our guest why she did that as the rules are clear written in multiple places and with signs. She appologized and say that she is afraid of cats, she was in panic and didn't know what to do. She could have closed the door of her room to avoid the cat getting in, or she could have locked the cat in the bathroom, the other room, etc. In addition, she never sent a message or called us, that could have been the easiest solution. 

We undestand that she was in panic and didn't know how to react. However: she never read the listing (she confirmed this) as she didn't know we had a cat (before booking they have to acknowledge that a cat lives in the property), she failed to communicate with us when there was a problem, and she clearly ignored the house rules. She appologized multiple times after, I think she really felt bad for what she did, probably didn't think carefully as a result of the panic situation.

As hosts, we are usually very understandable and we haven't writen a bad review yet (we didn't really have any problems with guests). This time I'm not sure what to do.

Should I write a bad review and mark her as a non-recommended? This will really hurt her for instant bookings and future bookings. I kind of feel bad because if other hosts don't have pets, she might be ok as a guest. 

[Robin4]

@Bruna-and-Siana0

Look girls, the value thing (like location) is always going to be a problem.

Have a look at what I provide for each and every hosting......

I have not 'doctored' this....this is seriouisly what l provide for every guest.

And yet one guest gave me a 3 star for value when I charge $85 AU pr night....seriously!

If I had given the hosting away, no charge,  for the night it still would have been lacking something in 'Value' for that guest.

Some gueats are just plain 'duds' and that is all there is to it!!

Cheers.....Rob

[Rosemarie9]

I provide the same and I am still smarting from that Scottish couple who gave me three stars for value last month and they booked at the lowest price. Duds is a nice term for such guests, I had some other names swirling in my head!

[Fred13]

@Bruna-and-Siana0 This caught my eye from your first post: "She apologized multiple times after, I think she really felt bad for what she did, probably didn't think carefully as a result of the panic situation." THAT is what I would have kept in mind  while she was staying; people make mistakes, and if they are cool about it - best to move on quickly from it, but immediately start to think about ...

   What @David said above: - Never Again - would he leave it up to the guest to do the correct move   with something that important (our pet welfare). How is now the assignment, but not leaving it up to the guest, no matter how many warnings, is the best attitude to take and what would lead to a true permanent solution to not happen again.

[Rosemarie9]

I have the same problem with my dog and the gate being left off the latch. There is even a sign on the gate saying PLEASE SHUT GATE. I now trust no one and check it every time he is out. It is a pain in the proverbial but do not want what has happened to David to occur. It is clearly stated that i have a dog and thank goodness i seem to attract dog lovers who spoil my pup. Just a few who as usual think the rules do not apply to them. Its a bit immature to have such a paralyzing fear of a cat as an adult though.

[Fred13]

@Rosemarie9  I rescue dogs abandoned in islands, so if they were to get out they would be totally confused, since they know zero about society. So I hear you. You bet - @David's 90-minute chase worried to death, is serious business.

[Rosemarie9]

My dog Curly Murphy chased a fox scent under a hedge one night and the 15 minutes I spent looking for him were the longest in my life. I still have nightmares about it. He wouldn't stand a chance fending for himself as he is so dizzy and pampered. My worst fear is that he would get stolen being an intact male and cute, perfect puppy mill stock. I am very attached to him as he came with me from Australia here six years ago and is pretty much all I have as family now so that is why I get annoyed with people leaving the gate open when I tell them to be careful. It is great that you rescue those poor dogs, who would abandon a pup? That is why I trust dogs and humans not so much. 

[Bruna-and-Siana0]

We have an electric mat that gives a small electroshock if the cat tries to escape through the main door. The cat quickly learnt that he cannot go close to the door. This works perfect and guest don't have to worry about the cat escaping. 

However, in this case, the guest delivaretly leave the cat out in the balcony because she was terrified of cats. She put a can of food (don't feed the cat is in our rules) to attract the cat outside and then closed the door. We were lucky that the cat didn't jump and leave. I feel even if we had an electric mat or other sort of protection, it might not have helped in this case. 

[Fred13]

Wow @Bruna-and-Siana0, imagine. Really how absurd to be so afraid. if so do not stay anywhere where a cat is mentioned.

@Rosemarie9 Well God Bless Curly Murphy, sounds like as truly best friend. BTW, you being such an animal (dog) lover, you may get a kick out of learning where the term 'Man's Best Friend' came from, a famous American legal case (1867), and in his summation the procecuting attorney made that famous statement. 

[Rosemarie9]

I didn't know that of the quote. My favourite quote regarding dogs is: "Outside of a dog, a book is man's best friend, inside of a dog it is too dark to read." - Groucho Marx.

[Mark116]

You were very kind to leave her a nice review considering that she put your pet at risk, and never bothered to communicate to you about it.

[Erin205]

As a dog owner, who rents out private bedrooms in our home, we either take our dog when we leave, or we lock our dog up in our room, while we are away and guests are over. There is a peace of mind for us as well as the guests. We have had some guests ask if they can let her out when they are home, and we politely ask that they not, to avoid situations like yours. Maybe it is asking too much of yourself to have to lock your cat up in a place they live, but the peace of mind may be worth it. 

[Lok-Man0]

We have two cats and we ask the guests to do the same.  Usually the first day of their stay we will leave them in our bedroom, so they know how to react to our cat's friendly personalities.  

It is certainly the neglect of the guest to not read through your listing beforehand.  I would say this type of case would happen only about 1% of the time (hopefully) and you get 99%+ good guests.  I would try to let it slip but give an honest review of the guest not reading the listing (which she admitted to).

[Rebecca160]

@Bruna-and-Siana0You were very nice to this guest! Your poor baby must have been so terrfied.

I also have an indoor cat who would be terrified if she were let out  (or lured out) of the house. She loves guests! I have had a few guests who claimed to be allergic to cats and one who was afraid of my dog. I just am not sure how we can prevent these guests from booking, when we mention them in our house rules, description and even in the photos. So, maybe we do have to mention it, if only briefly, in the public review, regardless of how we rank them?  Guest appears to be wary of cats. Guest appears to detest dogs. Guest appears to be allergic to pets...  That would work for me as a host and I do not see how a guest could object.

[Rebecca160]

@Bruna-and-Siana0I totally forgot about something new that I  am implementing after one guest complained about my totally awesome dog.  Since it clearly states in my listing, pictures and house rules that I have a dog and cat, and that they are very friendly and guests must acknowledge this, I have added a contract. It is a simple rendering of my house rules and will include a line that says that they acknowledge that I have a cat and dog, that they like cats and dogs,  and that they have no allergies to either.  It is one page. I will send this to guests when they book and they must sign, scan and return.  I will mention the contract in the listing, per Airbnb rules. I do not now if this will keep out pet haters and those allergic to pets, but it might. It might also prevent some  other situations from arising if they have the rules  in advance of arrival .Also, if they get the contact , read it and not agree to it, they can cancel while they are still in the Cancel Penalty Free phase.

[Letti0]

@Bruna-and-Siana0 What is the name of the company that makes that shock mat? My daughter adopted a 2 year old tabby about 2 months ago and is worried her roommates guests that come over my let him out accidently. She is home for the summer with both hamster and cat, but goes back to school in August. There would be a huge problem with him getting out as the moron that owned him before giving him up had all four paws declawed. He has no defense if let out. He was the only one scheduled to be put down that week, so she took him to prevent him from getting put down. The shelter said no one wanted a completely declawed cat.