Antwort von Alexander:
Yang and I were on a hiking trek in Nepal for the 2 weeks before and during your stay. We booked a cleaner to come before you arrived, and left very clear instructions with them on everything from the bedding, to the trash, to the surfaces. From the sounds of it, he did a horrendous job. I'm sorry for that. Needless to say, we will never be using him any more.
Where I'm confused is in why you didn't communicate any of this to us at any point during or after your stay? Although we were on the other side of the world on the side of a mountain, I made sure to find a hut with wifi every day to be absolutely sure we were fulfilling our role as a host and that there were no issues back home.
If you mentioned the trash when you arrived, we would have gladly booked another cleaner to come the same day and paid for you to go out to dinner (or refunded part of your stay) while they made this right.
If you mentioned you were having trouble with the shower, I could have easily instructed you to flip a switch to make sure there was hot water.
But we can't fix what we don't know.... and you gave us the impression that everything was perfectly fine.
Now where I have to draw the line is your comments on our personal things. It is in no way acceptable that you would go through my closet and other personal effects. This type of conduct has absolutely no place on Airbnb. It blows my mind that you would make a public complaint, that I store my personal things in my closet.
Yang and I decided to open our home up to guests a year ago, and this has been our first remotely negative experience. We've had the pleasure of hosting plenty of amazing people from around world. We enjoy taking care of our guests in our home and in return, we've received nothing but 5 star ratings so far.
Based on the reviews on your profile, you were the first person we were really on the fence about as to whether or not we should allow you to stay with us. We took a risk on you, and it didn't work out.
On one hand, I feel awful for the issue with the cleaner/trash. On the other, I feel misled and hurt from your lack of communication and the way you conducted yourself in our home. Going forward, we will only rely on cleaners we know and trust,... and we will be more careful about the types of people we open our home to.