We’re sorry that our guest felt that anyone on our team was rude to her. It is never ok to be rude and if we came off that way we apologize. It was an uncomfortable situation for us as well. We had just assured our neighbors that there would be no parking or noise issues after hours and were told there were only going to be 2 occupants in the home and instead there were 7-9. Future guests can rest assured that our reputation is based on treating all our guests in a respectful and kind way as evidenced by other reviews.
Barbi, our concierge and guest relations lead checked-in our guest and gave her the Orientation Tour. Barbi was the only person on our staff to meet or talk to her upon arrival and check in. Barbi’s a very kind and gentle young lady, that's why she greets our guests, a nice warm welcome. Our guest stated that she thought Barbi was wonderful and that the house was gorgeous.
During the check-out process there was an uncomfortable tension between our guest and onsite manager as he felt some rules were not followed due to noise and parking complaints from neighbors and the fact that there were more guests in the home than on the agreement. We do not have "35 rules". We do have rules that state "no events or receptions without prior authorization”. In addition, since this is a quiet neighborhood in a beach area with limited parking, we ask that guests limit the noise between 8 p.m. and 8 a.m. and be careful parking, moving vehicle’s forward so that the neighbors also have room to park. Future guests should be aware that these rules are very clearly spelled out on our Airbnb listing, in our manual and on our secondary contract. It was not our intent to be rude, and for that there's never an excuse, we'd not experienced a situation like this before and we were hypersensitive after the recent neighbor complaints.
We recognize that some folks are looking for a place to party and that Airbnb is a great place to look for a home to do that, whether just once or repeatedly. We understood that’s what some folks are looking for when we decided to offer our house for rent on the site, and that’s why we set the rules we did after speaking with our neighbors.
Our home is in a very quiet, close-knit residential neighborhood with limited parking, so we talk to our prospective guests in advance and at check in and we ask them to respect the limited street parking and the quiet hours 8pm-8am.
We have infants adjacent and across the street, and being good neighbors is more important than having the house full all the time. That’s why we are so clear. As you can see from the other reviews, it’s not been a problem for anyone else. So, ultimately, if you’re looking for a party house, we’re not it. If you’re looking for a great place to hang out with family and friends, and don’t mind being in a residential neighborhood, please come enjoy the fabulous home, views and family vibe of our neighborhood.