Antwort von Hélène:
It is important for my good and that of Airbnb's Net surfers to know the two versions of the facts of this disagreeable miscommunication. Here's mine.
Thursday night Renee arried and send me a text message to inform me that the hairdryer did not work I advised that I would buy one the next morning but that if in the meantime she needed it I could lend mine.
On Friday I received a cordial message from Renee, thanking me for the hairdryer. And I answer back if there was anything else I am always available. –
On Sunday I made a schedule error, believing that they were leaving that day I asked Renee what time they were planning to leave. Renee surprised, told me that they were leaving onlyTuesday. Uncomfortable, embarrassed I apologize I told them to continue having fun that I adored their bursts of laughter. And the exchange ended like that, gently.
On Monday the day before their departure, Renne send a text message, asking if I have any guests the next day, and would like to leave later if possible. - We agree for a departure the next day at 5 pm, at no cost to accomodate them, and that it pleased me as I had no reservation. Until this point Renée seemed to have a pleasant stay.
The morning of Renée,s departure, very rare, I receive an instant booking for the same day.
I have to act fast, the housing is large, a 8 ½ rooms. Between 12:05 and 14:45 I send 3 text messages and an unanswered phone call. Never been able to reach Renée. The first warning that I had a reservation that they could still leave at 5hr ... The second: noticing she did not seemed to read my message, I advise her that I had to start the cleaningd and that I would take great care to respect their objects, and I wanted her to give me feedback when she will read my messages.
Meanwhile I agreed with the new guests so they arrive at 6am instead of the usual 4h, because I had travelers that I could not reach and arrived at 5am. This is verifiable.
Renée arrived a few minutes after my third message around 15h
First thing, I ask her to read my texts since she says she just connected with wifi. Feeling her stress, I wanted to reassure her about my intentions I mentioned her several times No Stress! No Stress!
This is were the difficulties begin with Renee, a uge communication problem. It began to be very difficult, she did not want to read the short text message I have send arguing she was in a hury to pack her things. I want to reassure her, it was written they could leave at 5h. She was saying I know I know, or cutting my communication. Began to be unrespectfull, without giving me the chance to say anything. At the end she pratically ran out of the apartement, without saying googbye leaving her mother and sister behind in the house.
I took the opportunity to talk to her mother and sister as they were listening, calm and had a respectful attitude. I shook her mother's hand and asked her to tell Renee that there was no problem and that she had to calm down. If was very important for me that the situation smooth down. No reason for all this ....
Very important to mention, before Renee arrived that day, when I went into the basement, I saw that the king bed seriously damaged, impractical for the following. This is the second time I have problems with this bed and my intention, before I even talked to Renee, is clear that i would not charge her as it had broken and have been repared once. On the other hand I do not agree with the fact that she did not tell me about it, right away in the morning . I had went forward letting her know that I saw the bed…. Her quick asnwer was that she wanted to let me know before she left. I right away told her, in a way of reassure her that I would not do any claim about it, because it was not the first time the bed have been broken......
'' Sometimes people in a situation of fault may have the reaction to turn the wrong one towards the other person in order to be guilty? Of course I cant be absolutely sure about this could be the reason why Renne acted so unpleasantly. I am realy trying to find explanation about Renee's unfounded unpleasant behaviour.
What I should have done to avoid it:
-That I cancel the instant booking and lose the booking plus my super host status?
-That I should not talk about noticing the basement bed damage, and claim for her to repair.
-That I should not secure our agreement about them checking out at 5h with the new guests.
-That I take the responsibillity that Renée did not have any wifi were she been, and was not possible to be reached?
Honnestly Renee what were you expecting from me, and how come you acted this way.
With communication we could had avoid this escalade very easily.
My mistake is that as I wanted to be accommodating and listening I expected the same treatment from Renee to me but I was wrong.
And at last if you still want to know more, find below my arguments about Renee accusing statements mentioned here above.
Renee wrote : Midway through our stay Helene arrived to tell us we had to leave as she had other guests coming.
Helene : did not happen that way, I ask when they were expecting to check out. Never mention that I had other guests, and I aplogize for my mistake. We all laugh when i left….
Renee wrote : Unfortunately on the day we were due to leave we returned to the house 3hrs before our agreed check out time to find all of our bags including our valuables, passports and money moved out of the rooms and the doors unlocked
Helene : returned 2 hours before, I moved only luggage that were already pack outside their respective room. About unlock door, ??? I Was inside the house, did not touch any valuable, passeport or anything else…. False accusation!
Renee wrote : Helene said she had again double booked another family and that we had to leave so they could arrive.
Helene : You were no longer booked as your reservation ended at 11am. I cordialy gave you the permission to stay untill 5pm, for free. No double booking here…. I had a instant booking and made the arragement with the person for them to arrive at 18h instead of regular 16h because I could not reach with you, and agreed that you were supposed to leave at 17h latest. I send you three text message and tried to call you once and no answers. You just did not give me the chance to discuss this with you.
Renee wrote : Unfortunately this meant that we had fifteen minutes in which to pack our belongings and leave the home, we ended up sat in the airport for hours waiting.
Helene wrote : Who askyou to leave in 15 minutes. …. if Renee would have red her text message, it was clearly written that they could still leave at 17h. No way I would had them kicked out!!! About waiting in the airport I presume that you ticket have been bought way before knowing that you could extend you stay on that specific day. You also want me to be responsible for your waiting at the airport ?
Renee wrote : We were also accused of breaking a bed in the property, something that on further questioning Helene said was a longstanding issue that had occurred on a previous stay.
Helene : Accused, realy? What a beautiful way to manipulate the reader in order to distract from the fact that you did not notify me. You told me that you slep 4 nights in it and it broke at the 5th night. The point is that you did not advise of the dammage as it stipulates in the house rules, not to jeopardize any further location. Honestly I did not accuse, I only said that i would not charge you for it. There have been no questionning only you saying that you wanted to advise me before you leave wich did not happen.
Renee wrote : A sad end to an otherwise great stay in Montreal In summary, lovely house, bad host. Book with caution.
Helene : If I am a bad host I suggest that you read my over 200 comments, 85% and over 5 stars evaluation. I very proud of being a superhost for more than 2 years now, I do care and respect very much all my guests. Same exact treatment you received from me except that you want to express your frustration with unfounded arguments.
I think Renee's comment above is not fair, honnest and representative of the facts. That certain omissions or additions serve to dramatize or embellish the reality to my disadvantage: All this could have been so simple! This is called COMMUNICATION. –Cordially Helene