Wowee Zowee!! This guest was fishing for a large refund and was going to say anything and everything to get money returned. We've never had a guest quite like this one, not in 20 years! It's true the owners do live off Island as most of them do. That's why there's a contact phone number on entrance to the gate and several contacts on the website. As well as our Phone number. We are avaiable 24/7. The lock was never broken.
had a handyman go out after she left because she didn't want anybody coming up to the property and invading their privacy. Both the cleaner and the handyman said there was NO issues with the lock, that it locked on the outside but appeared unlocked on the inside just as I told her. We were unaware that there was a small hole in the kitchen screen, we found out about her complaint regarding the hole in the screen and the fire alarms after she left. The small hole in the kitchen screen was fixed immediately. Had it been brought to our attention sooner we could have fixed it while she was still at the house. The fire alarms were newly installed in December. And are up to code. The person she accused of sneaking around was a retired property manager that still does Security checks for us on a regular basis. That's when they were approached on the driveway by a neighbor who said these people were rude, loud, and drunk, and made too much noise in the evening and was parking their car illegally. They claimed to only have 5 people and yet they had 2 rent a cars. The neighbor stated that they had at least 10 people or more . This is not an accusation, this is a observation . We can't have guest book for 5 people and end up having a frat party. These guests were not respectful of the neighbors. People are paying a base fee plus extra guest fees therefore the property manager will either greet them or come to check to see if everything is satisfactory. All personnel that had spoke with or approached them were authorized to do so. They always start with a phone call to respect their privacy. All complaints by neighbors have to be followed up on. The washer is in perfect running condition and there was never any issues with it. I believe she just didn't know how to work it properly. The camera is always unplugged by the guest and plug back in when they leave. It's just an extra security precaution, though we've never had any security issues or problems ever. I don't know if the guest took pictures of a clean house when she arrived that's uncertain. According to the cleaner the house was exceptionally dirty and it took her over 9 hours to clean. It's very rare a guest has a problem finding the house even at night, the last couple of guests we had in February arrived late in the evening and found the house without even one phone call to us. We are always available by phone to guide them If necessary. I personally stayed up late that night and helped them find the property. It's very disturbing that Airbnb posted a review like this one. Especially after the fact they demanded money back and then posted a bad review. I'm very grateful that almost all of our guests are very respectful to the Anina and our neighbors. Mahalo