I have to agree with the guest this was the worst experience that I as a host have experienced.I humbly requests guests considering to book our unit to please read reviews from previous guest.
However to put matters into perspective I need to mention that we do not live on the premises , it is our holiday unit. We live 100 km's from the unit and we employ a cleaning agency to prepare the unit for guests, we do however visit the unit regularly to attend to repairs and maintenance. We personally prepared and attended to all maintenance issues on the 10th December 2017 and handed the unit over to the cleaning agency in mint condition.
-Rate charged: Peak season rate- R3500.00 per night, was applicable for the dates booked by the guest. The guest managed to book the unit at R1864.00 per night(50%) of rate set for this period. I am not sure how this happened?
The error on my side was to accept the booking at this rate in July 2017, and only decide to cancel it on the 8th November 2017. The guest phoned me and I explained my position to her, we agreed on additional R5000 bringing the rate to R2489 per day still far less than the rate of R3500 per night applicable for the period, but I felt obliged to accept this, even though the guest called me greedy and dishonest and accused me of cancelling the booking because I received another offer for the same period, she has since apologised, because I did not want to leave them without acc (Email hidden by Airbnb) munication: I accept responsibility for not sending the guest final booking information, this is the first time that this has ever happened. I apologised to her, gave her the most important information over the phone and requested the cleaning agent to assist her, I send the information as soon as I was in a position to do so. Unfortunately we were out of the country at the time with limited communication.
-Smoke smell- this is a non-smoking unit and it is clearly indicated with signs and in correspondence send to guests. The cleaning agency did not report this, and we could find no evidence of this when we inspected the unit on the 14th January 2018. We vacuumed all mattresses and arranged that mattress and pillow covers are washed. If the previous guests smoked in the unit surely the mattress/base/duvet inner/pillows will still smell as they have not been changed. We can only assume that the linen placed on the beds was not clean/not our linen ,but we cannot proof this.
-Keys: For security reasons we supply only one set of keys , and never received a complaint form any guest.
The keys have a
- gate remote
- tag to open security doors to enter building
-alarm remote attached to it.
To simply supply a set of keys would not have solved the guests complaint-re limitation of movement.
-If guests received final booking information the fact that we do not supply towels would have been communicated. This is a self-catering unit and we supply only one roll of toilet paper - after that the guest must supply their own.
-Sewerage smell- Although we have never received a complaint about this, I know that it can happen in high rise buildings if water collects in the U-bends of pipes.
-Cupboard door: The door was not broken when we handed the unit over to the cleaning agency on the 10th December 2017, nor did we receive a report regarding this from them when they prepared the unit after the guests before Faith's group left. It is thus not possible to determine when the door was broken.
The door was ripped off at the hinges and we fixed it as soon as we we are able to.
-The unit is situated right on the beach and we do experience damp issues, as do all similar placed buildings. In an effort to control this we placed a dehumidifier unit in the main bedroom. We do request guests not to switch the unit off, as we found it to be very effective. The unit switches off automatically as soon as an acceptable moisture level is detected. If it was really that noisy the guests could have switched it off at night and switch it on again in the morning.
-Mould smell in cupboards:- we hang mould repellent sachets in wardrobes, they do have quite a strong smell, but again they are effective in preventing mould in these cupboards.
I will request cleaning agency to wipe other cupboards with mould detergents.
-Permits: During peak periods access are limited and only residents are allowed to enter with permits. Permits were arranged for my guests and cleaning agent was supposed to place a permit in envelope with guest keys. When the guest informed me of this problem I immediately requested the agency to supply the permit without delay, the response I got was that they will attend to the matter, but that the guests will be allowed access if they present the keys of the unit.
I have taken this oversight up with the agency and apologised to the guests for the inconvenience caused.
-Additional costs for alarm activation-armed response: I send the guests the final booking information on the 9th January upon which the guest responded that she will be happy to accept 50% of the agreed R5000 , providing me with her banking details , or as an alternative to make the adjustment with Airbnb. I informed her that I can unfortunately to accept her request for a discount. I then received the following message:
"Well I hope the alarm has not been set off at any stage. We've tried to follow what you said telephonically where I could not hear you well. but based on the fact that we did not receive this info in writing till now if the alarm was set off we will not be refunding you for anything from adt."
To which my response was:
"We did not receive any calls from ADT,but as you know we had limited cell phone connection in Mozambique,if there are additional charges for armed response over and above the allowed up until today we will pay for that.
Going forward though please ensure that you follow the instructions regarding the alarm, as the same will not apply now that you have the instructions."
I am not sure why the guest found it necessary to raise the issue of the alarm at this stage, except for still trying to get a discounted rate.
I need to mention here that the guest did not know how to operate the stove and oven and asked if I have an instruction manual. I referred her to the Appliance Manual/Safety and Security file available to all guests, this file also have a section on operating the alarm system and a section with final booking information.