Antwort von Steven:
From the moment they entered our home, everything was wrong. Our past reviews prove that our house is everything & more, but with Warren and his guests, everything was wrong. He requested 20+ things to be replaced & to be accomplished, we provided all of his requests within 24 hours & with a smile. He requested brand new silverware, plates, cutlery, "tea towels", soaps, a re-cleaning of my home, even a new BBQ. None of these items any of my past guests complained about, but within 24 hours, he had them all free of charge and brand new. We are not legally entitled to do any of these things but they were staying a full week in our house & we wanted them to be accommodated. On the last day after spending 7 days at our house, he requested that 50% of his money be refunded. We spent thousands of dollars in service & items providing him whatever he wanted & now on the last day and because his attempts to get money from us were turned down, he complained to Airbnb and was requesting half his money back. We turned everything over to the investigators at Airbnb fully knowing the truth would come out. We documented & provided Airbnb everything & more and in the end, we agreed to reimburse the guest half of our cleaning fee. We were told that with my proof and my documentation that we were not required to reimburse anything but we were happy to do this and move on. We have never in 10+ years of renting our house both privately & with Airbnb had a single case opened against us. Furthermore we have proved with the investigators at Airbnb that we were in the right. Warren & his guests were never rude or angry, nor was our staff or us as owners assisting them. They were pleasant, as were we. We just don't feel it's right to move into a home, use it, demand changes, have the changes accommodated, then demand money in return too. We were obviously not the only ones that agreed, Airbnb and their claims team agreed too.