I hope future guests reading this will understand that I did not get to be a Super Host by being unreachable by phone or not doing my utmost best for my guests to make their stay as comfortable as possible.
Shivani thank you for your honest response and opinion. Please let me respond in kind.
The moment Shivani checked in she broke the house-rules arriving with 8 guests instead of 6. Under the rules on the website is a window with "Additional Rules" the first line reads "Casa Dulce can accommodate maximum 6 people per booking. I let her and her guests stay because I didn't want to ruin their getaway, Instead I asked for an additional charge for the 2 extra guests. The reason there is no mention of extra charges for additional guests is because I did not expect anyone to brake this house rule. From pictures you can clearly make out that the house is not suited for more than 6 people.
The first evening around 10.00 PM one of the guests called me that it was too warm in the house, I checked my Nest thermostat and saw that it was set to 58 degrees while the outside temperature was 84. If you put the AC on such a low temp. it will freeze up immediately. To get it working again I turned off the AC and let it defrost for a few hours , once it defrosted I turned it back on. I monitored the AC during the night and by morning it was running and the inside temp. was 74 degrees. By noon I saw the temp rising and noticed the thermostat was set low again. After some phone calls and texts with Shivani I called in a tech to make sure nothing was broken. They could only come on Wednesday (2 days later) because of the overload of work. Airbnb called Shivani with the choice to cancel and Airbnb could find her a new stay OR stay at the house and wait until help comes on Wednesday. The guests chose to stay.
On Tuesday morning the temp was normal at 74 degree, by noon it was rising again so I decided to call an emergency tech to hopefully fix the problem sooner than Wednesday. He added some Freon and told me there was nothing wrong with the AC unit. On Wednesday the appointment Tech. came and stated as well that there was nothing wrong with the AC unit and that it had probably frozen due to the thermostat being set too low. He tested the pressure and lines and checked that the unit was cooling.
At this point I ran out of options to make these guests comfortable, I did my utmost best to resolve the (non existing) problem and even tried to call in window units which were not available at the time. Florida is a hot state with heatwaves throughout summer, temps this week have been in the mid 90’s with heat index of 110 and AC units are designed to only cool about 20-25 degree difference from outside temps.
As a Super Host, I AM truly sorry that she did not enjoy her four-night stay with us.