After a few weeks that Jennifer and her roommate checked in, she called me directly and was asking for a reduction in rent because she claimed that there are other hosts who charge less. I told her that there is additional fee for additional guest. I also told her that she can cancel the reservation and stay with another host. She and her roommate decided to stay. After staying for two months, Jennifer wrote on her review her complaints two weeks after her check out date of 9/14. Instead of checking out at 11am, she asked if they could check out after 5pm which I agreed to. Normally, there is a late fee check out pay which I voided. Also, after she checked out, a week or so later, she called me that she was going to stop by the house to pickup something. She did not even ask if she could stop by the house but just told me that she will stop by the house. I wanted to remain friendly and hospitable so I agreed.
The only one of her complaints that I was aware of was the water issue. I don't understand why the water even became an issue because I paid the water timely and consistently. When Jennifer called me after 5pm that there was no water in the house, I made phone calls to the water department to see why there was no water and found out that there was pipe work due to a burst water pipe in the different district or could possibly be due to the fire in Yosemite where S.F. draws its water supply. I told Jennifer this information but she said she did not believe me, because she made her own phone call and spoke with someone who told her that I have to get a plumber. I have managed properties for several years and I suspected that this was due to water department. Spending close to $600.00 after hours for a S.F. plumber who won't solve a problem was not an option. I told her and the rest of the airbnb guests that they could use the bathroom in our other house a few doors down the road. The next morning I immediately called the water department and told them about the lack of water as reported by a guest. They immediately sent an inspector who claimed that there was never a problem with the house water. I went to S.F. that morning to verify that water was working. So, I am not really sure what happened.
There were other airbnb guests during her stay. Those other guests, Steven and Estevon gave me good reviews and never mentioned Jennifer's list of complaints. Only Steven, Estevon, Jennifer and her roommate shared the bathroom and kitchen fridge. I pay a cleaner to clean once a week the common areas and part of the house rules is that guests need to help maintain the upkeep of the common areas. She claimed after check out that kitchen and bathroom were dirty, that someone stole her food, that my relatives were noisy, etc. It is regrettable that she never mentioned these complaints during her stay. The $35.00 cleaning fee is to clean and prepare the bedroom. I pay my cleaner several hundreds of dollars a month to clean the common areas weekly, but I do not provide daily maid service, thus a guest must clean common areas especially the kitchen after he/she uses it. Guest must clean up after themselves. I list this information in my house rules and mention in my introductory letter where I emphasize that guests are expected to help with maintenance and upkeep of the house.
Jennifer should have read my house rules carefully and adhered to them, and she should have mentioned to me her complaints during the term of her stay.