I am genuinely sorry to hear you had such an awful experience while staying in our home. I wish we could have made you feel more welcome and met your needs. Unfortunately, you did not give us the opportunity by communicating any of these issues during your stay. We take pride in our home (this is our primary residence) and make every effort to communicate with our guests and rectify any issues that may arise. I would like to address each of your concerns separately.
Since we do not stay on the property during reservations, we are not there to greet guests upon arrival unless arranged prior to check-in (which we are happy to do and have done in the past). We message guests 2 days before arrival with the lockbox security code for security reasons. At that time, I asked if you had any other questions or concerns and you did not mention wanting to meet in person.
We do allow dogs, with some breed and size restrictions. Unfortunately, you did not request to bring a dog with your reservation (or pay the pet fee). When you requested to bring a dog a week before check-in, we had to decline your request due to size. There are however lots of Airbnb rentals in Denver that allow large breed dogs.
Guest Handbook/Local Laws
I apologize it is lengthy. In addition to noting how the house works (heat, a/c, where extra toiletries are, etc.), we like to include local recommendations for restaurants and nearby amenities and are required by law to include certain local rules and regulations. Regarding your comment about the handbook being dirty, we will reprint it and laminate it for future use.
For sanitation reasons, and for the convenience of other guests arriving after you, we require guests to empty their trash into the receptacle and place it on the curb once a week. This is the only rule which, if broken, we charge a fee because it poses a sanitation issue if trash goes unchecked (raccoons, etc.).
For short-term stays such as this we do not forward our mail; instead we ask our guests to bring the mail inside so as not to create a mess for the mail person. We do not have neighbors pick up our mail as that seems like an invasion of privacy (and a little creepy) since the mailbox is right at the front door.
I am really surprised to hear this! You said the house was lovely the day you checked-in. We used our usual cleaner and did a walk through and everything looked great as usual. Very perplexed...
We ask guests to not leave food around as it can attract ants. This is not an "excuse" but... this is a 1950's house and yes sometimes ants come in. I'm very sorry. I wish you had said something so we could have handled the issue immediately.
I apologize. The bedroom photo shows a large open shelving unit, which is no longer there. We will update that immediately - thank you for letting me know. I'm sorry privacy in the upstairs master bedroom/bath was an issue for you; however, all windows in the bedroom have window coverings except for 3 small picture windows that are clearly shown in the bedroom image and should not pose a privacy issue. Likewise, the bathroom window without a window covering is 4 1/2' off the ground and should also not pose a privacy issue.
I understand this was your first Airbnb experience and I am sorry it did not meet your expectations. However, most of the policies you took issue with are in place for our guests' safety and convenience as well as ours.