I have a place where we allow pets in our house - My first line in my bio is "I love Dogs" and my profile pic is holding a Dog and it states that the place is pet friendly.
I always message the guest to let them know that the place is all set up and ready to go and to have them contact us when they get there to make sure everything is good as we are remote hosts. We get around 20% of people with pets and 80% of people without pets.
Guests ended up checking in at 11pm and didn't message us and in the morning they sent a message stating that the house had pet hair and their son was allergic so they had to leave. I told them that we have cleaners each time to clean and I was there to clean as well as I was painting the attic. I told them we have a strict no refund policy and let them know I could send the cleaners back to clean and they rejected the offer.
They were upset and then said the house was full of pet hair and now it smelled.
We are superhosts which means you have to be pretty much perfect as you know with Airbnb's star rating system. We are upset because the cleaners and myself put a lot of time preparing for the guests. I started reading the posts in this community and its getting pretty obvious there is a ton of issues with their system and now we will get a bad review.
What would you do in this scenario?
Thanks