The pictures she listed were of one rug in a bathroom, I don’t think that is cause for a full or partial refund. There was no pet in the premises of my knowledge, unless a guest brought one without consent. I have a cleaning service that goes through and does a thorough cleaning before each guest arrives, so there shouldn’t have been an issue. Regardless, it looks like on of the rugs was not cleaned or vacuumed properly. I can assure you the rest of the location was above par on cleanliness, as can be expected with every guest.
I was not pleased with my experience with Ashley, as I have reports from them that she was loud and came and went all hours of the night, as well as calling me several times at all hours of the morning because she was too intoxicated to type in the gate code to allow herself into the building. She put in her report that she couldn’t gain access to the apartment one night, but did not buzz the gate (I get a notification when the gate is opened with my code). Another night, I did not receive a call from the gate, but another resident in the complex did and received a intoxicated voicemail to follow suit. She also left quite as mess after I went to inspect her leaving, with trash everywhere and the checkout procedures I listed were not followed, causing me to put in extra work past the cleaning fee and cleaning service I provided. If Ashley had further issues with the apartment, I suggested she reach out to me during her trip so I could accommodate her so that she felt welcome.
I did find out that someone else had access to my Airbnb account, as I did not issue the upcharge, and apologized to Ashley for such and asked her if there was anything I could do to accommodate her for the mix-up, to which I never received a reply.