Victoria stayed with us in in Washington, D.C. in September 2018. We were happy to accommodate her and her husband, Oleksandr, after their previous host cancelled at the last minute.
However, Viktoria’s claim that we did not respond to her requests is absolutely ungrounded. We sent out several messages and phone calls throughout the day regarding the need for her to complete the required rental agreement before we could release check in instructions. This is required by the building we host from and listed in our House Rules. However, we received no response until they were in route to our space. Once Viktoria did open up lines of communication, we made sure to answer all questions within minutes of her writing, including the question regarding age limit on the rental agreement.
The real issue was twofold. Firstly, Oleksandr’s name on the rental agreement did not match Viktoria’s on the Airbnb account (which indicated the possibility of fraud). When we requested Viktoria complete the rental agreement instead, she hid behind the age limit; although, when we advised the solution provided to her, she admitted she did not have her ID with her at the time and could not complete the form.
By this time, it became clear that the guests were already miraculously in the room even though we never sent the address or check in instructions. How scary for a host! We do sincerely apologize for the concierge, and we have addressed his unpleasantness with the building as this is not in line with the usual positive feedback we get about the building staff. However, the concierge is used to being notified of incoming guests who correctly complete the rental agreement and, as Viktoria’s was completed incorrectly, concierge had no indication of their incoming stay.
Because Viktoria and Oleksandr’s previous reservation host had cancelled on them, we gave benefit of the doubt that they were indeed married and allowed to forego the mandatory rental agreement and let them continue their stay. A one star for check in and 3 for communication is unfair to say the least, as we did everything we could to reach out, we are glad they enjoyed the rest of their stay.