Michelle and her Husband arrived on the 20th of December, after I gave them a discounted rate. Prior to check in, I send Michelle an message to say that the pool was not working, due to water restrictions, However on the day of check in I got confirmation from our managing agent that they were looking at fixing the pool for high season, but had to wait to find contractor as most contractors shut down in December, but he was going to try his best.
Since arrival on the 20th, I could see that Michelle and husband were NOT happy. Her husband started moving furniture, as they checked in. On the 21st of December, I received a call from the husband that the barstools in the kitchen was faulty and I had to send someone now, to which I replied that it cannot be, as previous guest checked out without reporting it and if chairs had to be re-gassed I can only do it, when Chair manifacturer opens in January. I called Michelle after and asked whether they were happy or if they wanted to check out and I refund them 50% as policy states, as I was going away for holiday myself and couldn't attend to matters outside my control, whilst away. Bear in mind, I never had direct contact with husband prior as Michelle was my contact. Michelle discussed it with her husband and then they came back to say that they were happy and were going to stay. On 26 December, Michelle send a message that they had a wonderful time and were really happy! On the 2nd of January I send her a message with check out times, to which I got a reply of how unhappy they were with the pool etc. etc.
Not once, after her last message on the 21st was this mentioned! Not even when cleaning lady was there. Michelle requested a refund, as they did not want to put a negative review on Airbnb! I was shocked and told her that it was not possible, distasteful and cleaning lady will check them out at 10h00.
The stay was from 20th December - 3rd January, a time when most contractors in building industry, renovations etc. are shut and re-open on the 15th of January. So as a host, your hands are really tied, if its matters outside your control and not within the apartment or interior.
In my four year of hosting guests, this was the most unpleasant experience, but the one I can learn from the most. The guest was not happy, but not because of the apartment. I have 4th time repeat guest, who checked into the apartment on the 4th of January and LOVE IT, the pool is being attended to and with the ocean being 3-5min walking distance, they are loving it. I wish Michelle and her husband nothing but the best and would suggest they use alternative accommodation in future. God bless.