@Debra300
For sure, I can see why these things would bother some guests. Absolutely. That is why the listing states:
Under house rules: smoking allowed
Under detailed house rules: • Smoking is not permitted in guest rooms. However, it IS permitted in communal areas. Please do not book if you are uncomfortable with this.
Under other things to note: I have three very cute cats, and smoking IS allowed in some communal areas, so please do not book if this bothers you. The guest bedrooms are strictly non-smoking.
Obviously, the cats are also mentioned in other parts of the listing, e.g. house rules:
• Guests are not permitted to bring pets under any circumstances. We have three cats. Please do not book if you are allergic to, uncomfortable with, or simply don't like, cats.
Also, in the description: The house is large and very old with Victorian windows and it therefore does get a bit chilly in winter. I am happy to provide extra bedding etc.
Thomas wrote in his first message: "The cats and smoking areas won't bother me," but did not send me the answer to the Easter egg question. So I asked him again to make sure he had read the full house rules. He didn't answer. I chased. I chased again. I declined his booking, explaining why.
He then got back to me apologising and saying he didn't realise his notifications were off and answered the Easter egg and also said, "I read the house rules, and they are all perfectly acceptable." The correspondence after that seemed to go smoothly overall, which put my mind at rest.
However, as soon as he arrived, I sensed something was off. He was withdrawn, edgy, and just a bit weird, but polite. I put it down to him being tired after a long flight, but this didn't change during his whole month long stay. One of my other guests later asked if he had a problem with women. I don't know, but this guy clearly had an issue with communication. He was one of the most socially awkward people I've ever met.
@Mark116 is correct to say that Thomas never once complained about anything during his stay, even when asked if everything was okay. In that sense I was blindsided by his complaints, but it didn't surprise me at all that he complained about something or gave me a low rating because he was just weird and uncomfortable (not just around me, but everyone). Although he never said anything about it, it was pretty clear that he was not a fan of cats. He wanted nothing to do with them and they must have sensed it because they kept away from him even though they are friendly with almost all guests.
@Debra300 RE the litter tray, it is a covered one, not exposed. I do not know of a better place to keep it. All areas in the house, excepting the bedrooms, are communal. The kitchen/diner is the largest space in the house and, during the milder months, the back doors to the garden are always open, so it is also the airiest. Of course, with three cats, I make an effort to keep it clean. I am not just talking about scooping. It is emptied and thoroughly disinfected and deodorised regularly and not a single other guest has complained about it. That's not to say that some didn't like it being in that area, but why book a listing with three cats if you find that sort of thing so offensive?
Likewise with the smoking. Thomas's room is two floors above the smoking area. So, he must have been sensitive to the smell of smoke. The only time I have ever smelt smoke near his room was when I had some guests who were breaking house rules by smoking in the bedroom. I noticed it straight away. It was obvious. I can tell the difference!
As for the draughts, I don't believe he was complaining about the cold. It was late spring and we had doors and windows opened. He told me that he prefers to sleep in a cold room. His argument was that, since the house was draughty (makes no sense when you have your window open to comment on draughts), the smell of smoke travelled more within the house (also makes no sense as a draughty place would be more airy, not the opposite).
I am not saying my listing is right for everyone, but I do really go out of my way to be clear about stuff like smoking, cats, the house being draughty (in the winter) etc. and to try to ensure that guests have understood this. As Thomas stated in his review, the listing description was 'accurate'.
There are many, many other listings in London that he could have chosen instead. I assume he chose mine because of its convenient location and good value, which were the positives that he mentioned in his review. He chose to disregard the aspects that he didn't like and only complain about them in his review. He never once communicated any of this to me during his stay, nor left any private feedback.
PS He wasn't a great guest. There were real issues with cleanliness while he was here, which I had to address with him a few times, as well as other problems. He wasn't really terrible though and I felt kind of sorry for him as he clearly had some issues, so I ended up being quite generous in his review and marking him down a bit in the ratings.