As super hosts who make every effort to meet every need of our guests, we find it unfortunate that this guest left our house with damage and would not work with us to come to an amicable and fair resolution. Most responsible guests would work toward a fair solution to damage left by guests. Since our oven broke a few days before Xiling arrived and in our rural area, we couldn't get it repaired before their arrival, but immediately contacted guest to offer them a chance to find another rental or to refund part of their stay.
We also notified the guest before their stay that our oven not working and that in our rural area we could not get a repairperson to fix it in time. Xiling assured us it would not be a problem, that she would not need the oven during their stay. Xiling chose to stay with us anyway, so her review to complain about the oven not working when she was offered other options is perplexing. Our housekeeper checked Xiling and her family in, met and greeted them, and that burn on the dining table did not exist. These guests checked out and the burn was there, I tried to ask Xiling to help me understand this damage and work toward a fair resolution, out but she denied any responsibility, even though they were the only ones there. Offering a you tube video or web link to show how clean a stain when I employ a professional house cleaning service is almost insulting. A licensed carpenter came to look at the damage (a burn of some sort) and told us only refinishing would fix it. We elected not to pursue claims against the deposit because our oven did not work, but the damage costs us much more to correct.
In addition, the guest commented there was some "loud bug in the garden" even though the description fully stated the presence of Coqui frogs who chirp like birds (all guest reviews suggest this is a calming and soothing sound from our rainforest tree frogs). As hosts, we notify guests and leave ear plugs for guest use.
This is an unfortunate review by a less than responsible Airbnb guest. We as superhosts are saddened by this inaccurate portrayal of a stay at our home (see many other reviews). Hosts might reconsider trusting their Airbnb properties to Xiling as a guest in the future.