Hi all,
I had a family of 4 show up Friday evening. I had written to say welcome and pls lmk when you arrive safely. I didn't hear anything so the next day checked my disclosed security camera on the front porch.
I was surprised to see a dog walking in and out of the house. As well as another person, who isn't a registered guest.
I inquired, was told it was a Service Animal, and I understand the important purpose they play for a human, and have no issue with that in and of itself.
However, my listing is my Home and i rent it out when away and it's called: Enchanting Cottage for Art & Cat Lovers
I'm floored the guest did not tell me ahead of time, and my cats are freaked out.
I understand he doesn't have to, however, he asked for a later check out and I had extended it by 7 hours, no charge.
it feels really weird, especially since my cats stay there, and he said his kids love cats...
On top of that, I overheard complaining about my petit magic mural room upstairs, and commented - if your kids are uncomfortable, one of them can sleep on the couch.
In any case, its such a bummer bc previous guest was lovely. They have now asked for a refund, partial and say they are uncomfortable by all my messages, that a "neighbor" was watching them and entered the yard and took pictures of their car...
It's curious b/c this came AFTER I contacted Air bnb about the Service Animal to see what guidelines I needed to follow.
It's not even that it's there- it's they didn't disclose, cat bowls on ground, I would have prepped house for it with towels thrown on couch etc...
I asked Air bnb to ask them to take a picture if they could of "neighbor" in yard, and didn't believe a neighbor would do that....so if it's a trespasser, call the police.
Oh, they also stated I listened to their family conversations. Which i overhead as they were checking in and only in vicinity of the disclosed security camera.
It's listed in the description.
They clearly didn't read the description, note that I even state the dimensions of the petit mural room bedroom, list a security camera etc...b/c at one point the woman of the couple- looked up when her and her husband were discussing it, and saw the camera and said - Oops, there is a camera!
She had earlier asked him - husband, if she should put the dog in the car for the night and he said no, it will smell....
In any case,
I'm not comfortable at all with the situation but don't want to offer a refund. This has been eye opening. And advice?
They are checking out tomorrow I guess, as they asked Air bnb to ask me to stop messaging them...
Should i take the upper road, and still let them check out 7 hours later?
Will they leave a crappy review in any case?
Was a neighbor really watching them or were they reaching for straws?
Pls advise!!!
ty-
Maggie in Burlington