Guest needs to be walked through apartment upon arrival and asked to provide feedback IMMEDIATELY. Guests checked in, thanked me and dismissed me. Complained 3 days later. Never communicated any concerns directly. Would not follow up in communication with me or Air BnB, making it very difficult to resolve any issues.
Unfortunately, guest wanted air mattresses blown up & bed made for them. As this is a living room situation, it is presented as a living room upon arrival. Guest only used throw blankets, must have been confused. There are additional sheets and comforters under the futons which the guest never saw/used. Guests are expected to make bed and blow up air mattresses if needed.
Guest arrived 2 hours early, as I was taking out trash and I accidentally forgot to replace garbage bag. There is a full closet of supplies (garbage bags, cleaners, toilet paper, paper towel). Guest refused to put bag in trash can.
Guest has incredible lack of communication and is not proactive. On 3rd day, guest filed complaint. I tried to accommodate & make replacements. but guest was not willing to cooperate as it seemed they simply wanted refund. Guest expressed she wanted to leave but refused to call Air BnB directly, stating she was waiting for them to call back. I had to call on her behalf to ask them to call her again.
Cancellation was confirmed twice on twice & twice via message with Air BnB but guest never canceled or checked out the day she wanted to. At 11pm, guest needed help getting in. I advised guest it would take 45 min to arrive at the apartment. Guest wanted me to stay on the phone with me through the ride but impossible via subway. Guest texted saying she was in apartment 5 min later as I was walking out of door.