I apologize if I was a little upset and confused but I did NOT disrespect you as a client.
You are the only guest in 18 months that has objected to paying the security deposit and cleaning fee. When I insisted on these being paid, you basically accused me of being a cheat and liar which I did not appreciate.
A few facts:
1.You did not read my confirmation mail which I sent to you via Airbnb, 31 minutes after you made the reservation. This mail contained important instructions about how/when to check in, who to call, and what monies were owed. If you had taken the time to read it, it would have saved a whole lot of time and heartache. We would probably never have even spoken because you would have communicated directly with our Property Manager which is what we requested you do in the confirmation mail.
2.Security Deposit - You claimed that us asking for a security deposit was out of order – in my experience, most if not all private house rentals require a security deposit upon check-in. We refund ours on check out. We require a deposit because we have had breakages i.e broken washing machine, etc. After discussion I compromised and agreed to waive the security deposit as a special favour to you.
3.Cleaning Fee - You claimed you had paid the Cleaning Fee to Airbnb and when I told you that this was incorrect, you accused me of being dishonest. You clearly had not read (or understood) what you had paid Airbnb for… Airbnb charges a service fee to guests when they make a reservation. Our one-time Cleaning Fee is NOT included in the Airbnb charges and was payable in cash upon check-in. It took a lot of unnecessary discussion to convince you that you had not paid this to Airbnb and that it needed to be paid locally. We were again flexible by agreeing that you could pay this upon check out.
In the future, I respectfully suggest you clearly understand what you are reserving BEFORE you book, read the confirmation letter carefully (after making the reservation), and arrive prepared.