Here we have a case of a guest trying to get a refund 28 hours after initial check-in on the second night of her two night booking. ALL of Nancy's claims need to be regarded as lies or at best half truths in a desperate attempt to get her money back during our busiest time of year. My significant other does indeed smoke on the back deck and had just gotten out of the pool so she had a towel. Smoking outside is allowed outside on the back deck and this is included in my listing and my house rules.
This is as close to any truth that Nancy has written. This woman is a liar with poor communication skills and should be avoided by any and all hosts. There is a partition between the main living area for guest privacy and also a door on the bathroom. The bathroom is cleaned between guest bookings and is inspected thoroughly to make sure everything is spotless. Nancy did not receive a refund due to Airbnb's published refund policy and because of this has decided to defame my home and myself. Airbnb's response team agreed that Nancy was not due any refund due to their policy and due to the nature of her initial smoking complaint.
None of my other guests have complained of any smells and as a matter of fact have commented on how clean the house is. I employ a professional condo cleaning service and personally inspect for anything out of place. Nancy snuck out of the house with 5 children and never communicated with us about any problem. We would have made every effort to resolve any valid complaint. There is NO urine smell in my home, this complaint was made up after the smoking complaint didn't get her the desired result of a refund. Nancy also initially booked for six people, then wanted to add two more people that were scheduled to arrive after 1 am the following day. We did not know that Nancy did not stay the first night until after 10 am the following day. As a matter of fact, I contacted Nancy through the Airbnb message board around 10 am on that day and left the following message: "What happened to your party? Did you decide not to stay after all?". There was no response to this message from her. We did not know there was any problem at all until contacted by Airbnb in the afternoon at 4 pm of her second and final night. Nancy could have stayed and saved herself a lot of money if she would just have communicated with us. All communication with Nancy was through Airbnb's message board and was verified by Airbnb with the exception of Nancy's verbal greeting when she arrived between myself and her. Unfortunately, even though Nancy's complaints are fictional at best, this is the only way that Airbnb allows hosts to protect themselves, through review rebuttal. I have spoken with Airbnb and asked for them to inspect my home, but they do not have any agents that do this service at this time. I won't invoke God as my witness like Nancy, but others were at my house the day she made complaints and were asked if they smelled anything upon entering without any fore knowledge of what had transpired and they just said no, not really...maybe air freshener, but it just smells clean.