I checked those guests with an infant out a few days ago. I must say, this stay was probably the worst ever I had on Airbnb. I didn't expect they appear so disrespectful to me and my property. I had no other choice, but to start a reimbursement request, because the guest tore the duvet cover right in front of me! That's unbelievable.
Here's my report I've also sent to the Airbnb support:
Alex and his wife Lyuba first seemed to be nice, friendly, polite couple. Alex asked me for a special offer for their stay. I was very glad that they decided to stay in my apartment, so I personally provided them with a discount even despite the price for my property was already pretty humble. They arrived on time and promised to leave the apartment "even cleaner that it was". They also asked me to arrive earlier, but I barely had time after my previous guest to clean the apartment, but because I am always very polite and trying my best to my guests. In fact, I tried very hard to move them in as early as possible, given the fact that they were with a small child. I spent less than two hours washing and cleaning the apartment! So, I check them in earlier than the official check-in interval. They came and everything seemed to be normal, they again and again promised me they would leave the apartment in better condition that it was before. I was very happy and didn’t even suspect what would happen when they left
When I came back to check them out Alex started showing me one of the duvet cover and in a very arrogant way told me that it was torn, but at the same time he was just tearing it in my eyes, in real time. I honestly told him that it might be a bit damaged before, but it wasn't my fault, but he kept on tearing the duvet cover and then he just threw it away to the floor as if it was not another people property, but something that belonged to him. He suddenly behaved himself in a very disrespectful way, talked to me arrogantly trying to give me his "recommendations" and blaming me that the apartment, according to his opinion, was dirty. I communicated with him respectfully and politely told him that even if he was right, it doesn't mean that he should speak to me in a very disrespectful, rude way. I also hadn't asked him for any opinion or advice about my property, it was his initiative. I was just casually wondering how he and his wife were doing. I honestly thought that they are decent, respectful people, but I was wrong. They also blamed me that there was "not enough kitchenware for them and the frying pan was without a lid", which of course is nonsense: I provided the kitchenware that I had for the money they paid, I always try my best for the guests and my property has a perfect price-value balance. Even if those things are old, or insufficient, it doesn't mean that they can anything that they want with them, they don't belong to them, and most importantly it is not a subject to discuss when they leave, this is just an exaggeration. So, they were just provoking me to start the conflict. After I got a bit emotional, they started blaming me that I am shouting at them. At the same time, Alex started offering me money for the duvet cover, trying to show me that he is generous, kind person (which is definitely not true), but I disagreed, because it was not only about the property damage that they made, but also about the moral damage they inflicted on me by skillfully provoking the conflict and after that they behaved as if nothing had happened.
Even after they left I thought that reporting the incident and decreasing their rating from my side would be unreasonable, that perhaps they are better than I thought, and they regret what they did and it wasn't actually done on purpose. I just asked for reimbursement for the torn duvet cover ($10), I didn't report their inadequate, violent, rude behavior. I only briefly described that the duvet cover was torn by Alex right in front of me. But alas, I was wrong again. After declining my reimbursement request, they just simply decided to ask me for compensation ($74) for the things I'd never done. Their request is full of lies, they distort the facts, hiding the fact that they deliberately provoked me into conflict, perhaps wanting to get moral and financial compensation for that.
Now I am really sorry I was so wrong about them, providing them with a discount for their stay, and letting them stay in my property. That's obvious that those people don't value kind attitude, their ostentatious courtesy is worthless. I am a SuperHost, and I know that's it is not easy to always match that high status level. Now I know they don't deserve my generous hospitality that I always offer to my guests! These guests are definitely not adequate. They don't respect other people's property. They behave really arrogant, impolite, rude. I insist on blocking them.