It is my policy to inform guests about the construction before they book. However, AIRB&B accepted the reservation automatically and I missed the notification, so Kerstin was not notified until a week later. Still, Kerstin was notified well in advance of her vacation about the railing replacement and that there would be some noise and disruption. She never inquired more about it. I have other guests who were told the same thing and they asked for more details and worked around it on their vacation or cancelled. Due to her feedback, I did rework the paragraph of information about the railing installation and included the word significant and wrote it in two different ways to clarify the work for future guests.
Some of the work that was happening when Kerstin was there was unplanned. The post tension cables had to be repaired and it meant for safety, people had to vacate several floors. I had no prior knowledge of the work scheduled for the 13th floor.
The problem with the sand and unclean areas was dealt with and Kerstin told the workers that what they did was fine. Later she sent me an email that it wasn’t fine and that she was unhappy still. My cleaner had worked for me for 5 years and guests have regularly commented on how clean my condo is. Unfortunately, this time my cleaner failed miserably on her responsibility of cleaning of the condo. I compensated Kerstin by refunding to her one-day rental and the entire cleaning fee.
I think some of the problems grew worse because we could not talk on the phone. Kerstin’s phone was not USA but international, so it was difficult to get information back and forth in a timely manner. We relied mostly on email via AIRBNB.
The instructions that I sent and were in the Aloha Welcome Book, included driving instructions, information on accessing the lock box, a review of the house rules, details about check in and check out, grocery stores and restaurants in the area and emergency preparedness. Most guests have been pleased to get helpful information. Check in and out instruction are sent with the final instructions and are less than a page long, are on the back of the front door, and in the Aloha Welcome Book.
I have an inventory list in the back of the Aloha Welcome Book that is in the condo to help people know what is available in the condo. I have since taken it out so that a guest doesn’t feel the need to count every item. In the 8 years I have been renting my condo, no one has ever complained about this before.
When Kerstin told me, she was going to leave, I had difficulty reaching any one in customer service with AIRBNB to get help with the situation. I decided if she was unhappy it was best to reimburse her the 3 days she did not stay in our condo and so I did the same day.
She left the condo in a clean manner but severely overloaded the washing machine. She left when the items were still washing, and when my property manager came to put the items in the dryer, the washer was so full he had an extremely difficult time getting the items out of the washer. It was stuffed so full that when the washer went into the spin mode it broke the belt and cracked the motor carriage. The Sears Technician who came to do the repair quoted more to repair the washer than if we bought a new one.