I do not like to refute reviewer's experiences, however when they are inaccurate and retaliatory I believe I should. This guest chose to change his reservation close to the end of his stay to cancel the last few weeks. We have a strict cancellation policy because our rooms book many months in advance for lengthy stays, so offering refunds in these cases is impossible; we can not replace the reservation at that point. This being said, I chose to try to help him out and said we MAY be able to offer a partial refund if someone else booked the room for the days he chose to cancel. When he encountered problems with the booking system I spent 90 minutes on the phone with airbnb trying to help him with this. I was unpleasantly surprised after this when I received a message from him insisting up on an agreed upon refund, which for reasons already explained to him, I could not offer. He continued to argue the point until I informed him that his demanding and entitled approach was off-putting in the face of us going out of our way to help him and potentially make an exception to an agreed-upon policy, and any further questions he had could be referred to airbnb. He then insisted that airbnb's "strict cancellation policy" did not explain instances like his, which it clearly does. He wasted a tremendous amount of our time, and rather than expressing gratitude he pushed for more as how he was owed. I was reminded why I have not make exceptions to our stated policies in the past. We no longer make that mistake.
Our house is an old Victorian, and it is not uncommon in these houses that windows need a dowel to hold them open. Repairing them is extremely expensive, and we are trying to keep rent as reasonable as possible. We offered him the usual dowel (same that I use in windows in my house), as well as some other more decorative options.
We have clear house rules posted which almost all guests greatly appreciate because it reminds them to maintain the cleanliness and order of the space. These policies are all very well thought out from years of experience; it is understandable that one who is not in this business might not understand such ins-and-outs. All of these rules are clearly listed and agreed upon before booking. Including the hand washing of dishes.
This guest is correct in that I hire an outstanding house manager, Rebecca, to run this operation because I am a very busy professional running two other businesses. I'm not sure why he found it insulting that he did not meet me. She is the face of the operation and she consults me when there are questions/concerns.
Again, my experience was that he had unrealistic expectations and an overgrown sense of entitlement. Please refer to the review of other guests to get a less biased appraisal.