Over a three month stay, some wrinkles are likely to develop between a guest and a host.
As Super Hosts, we felt it extremely important to address each issue in the above review from former guest Denise. Here are our responses to our guest’s specific issues.
I stayed in the butterfly cottage for three months. This length of time turned out to be a mistake. The room is surrounded by a gorgeous garden and the neighborhood is absolutely awesome. When I checked in I noticed some issues with cleanliness. The shower curtain liner was brown, the toilet had some things growing inside, and the dishes were put up as though clean, but upon further inspection they were really dirty.
•The room hadn't had the AC running so it was extremely hot and there was a heavy smell of mildew that remained for my entire stay.
In response: All of the cottage was cleaned professionally prior to Denise’s booking. The shower curtain liner was new. There was a prior issue with a ceiling leak and that had been repaired months prior to Denise’s arrival and also checked for mildew, which was non-existent.
Eventually my dog got fleas from the yard and I was accused of causing the flea problem, despite the whole neighborhood being infested.
In response to FLEA issue: Denise reported to me that her dog had fleas. I stated the necessity to have the cottage sprayed and treated professionally. Denise was emailed a list of requirements from Barret Pest Control that were needed to be completed prior to the treatment. Barret Pest Control came immediately to fog the cottage for fleas. Denise needed to vacate the premises for 4 hours. She contacted Air BnB and was provided with accommodations.
They keep a cat in an adjacent room and she cries pretty constantly.
In response to CAT issue: We fostered a stray cat temporarily that stayed in a separate building next to the cottage.
Quoting an email from Denise, “I'm all settled in here and thoroughly enjoying your absolutely lovely home and neighborhood. I was curious to know if I can access the kitty house next door since I think it was pictured online and saw your new beautiful tabby mix cat mewing at me yesterday.”
Initially my hosts were very friendly and honestly for most of my stay this remained true, but there were a few instances where my host snapped at me, made an offensive comment, and/or lashed out for no apparent reason.
•PERSONAL FAVORS and INTENSE CLEANING
I was asked to do personal favors for my hosts and treated somewhat like an employee being ordered to do things. They had me do intense cleaning with ridiculously inadequate tools, despite my having paid three cleaning fees that were never refunded.
In response to PERSONAL FAVOR issue: Knowing that Denise was not working and looking for a job, we offered her an opportunity to pet sit (for pay) on a weekend that we were going away. We did not go away after all. Denise did not do any personal favors for us.
The only incident related to cleaning was in regard to a large area rug. Denise indicated that her Pit Bull had diarrhea on the rug. The odor was strong and the rug had not been properly cleaned. I requested Denise to take the rug outside on the deck where it could be hosed down and treated with oxy cleaner for carpets and pet odor, which I had provided. . Then, it could dry in the sun.
•SHRUBS AND SPRINKLER
There were some practical issues like having to fight back a large shrub to access my car and every morning they use sprinklers, so you can't leave without getting soaked and have to wait for it to finish.
In response to SHRUBS AND SPRINKLER issue: The shrubs were going to be trimmed and we were attempting to contact Denise to move her car in order to trim the hedges per Denise’s request. This is the only time she had her door knocked on.
•DEMANDS TO MOVE CAR There are demands to move your car with no warning. Mostly they leave you alone, but to wards the end of my stay I was getting knocks on my door without warning and multiple phone calls a day.
In response to MOVE CAR issue: Please see below emails that indicate requests to move car due to physical therapist parking in wrong spot.
Also I appreciate your moving the car while we were getting our delivery thank you for doing that
Mar 8, 2018
Hi Denise how are you this is Janette hope you’re having a good day if you could switch out your car to the other spot in the driveway that would be great then I can have my parking spot back when I get back from class in an hour thank you
Mar 8, 2018
Yes you can go and see the kitty at any time her name is Bootsy she’s totally starved for affection she gets a lot of it but it’s never quite enough I know she’s very noisy I hope she’s not bothering you and would love to meet your sister thank you for asking about Richard he is doing well
Mar 2, 2018
Don’t move it tonight just do it the next time you come in and just pull it up a little closer and I know you need space to get out by the bushes so that’s fine to the right I’m glad you’re settled in
Mar 2, 2018
•UGLY PERSONAL COMMENTS The space is fine, the garden is truly gorgeous with a lovely little deck, but don't get involved with the hosts and don't stay more than a couple of months. I received some unwarranted ugly personal comments as I was packing up to checkout that still hurt my feelings.
In response to UGLY PERSONAL COMMENTS: Denise had requested a yearlong stay when she would come back in July. Because she had not completed details related to our agreement about long term stay in a timely manner, the cottage was booked by another guest through November. Denise had lost her opportunity for the long term stay. All of these responses came as a result of her disappointment in our decision.
One can read all other reviews indicating a positive experience and professional attitude of us as hosts.
Email trails also indicate our reaching out to Denise regularly to insure that she was comfortable and had everything she needed.
Richard and I are wondering if everything is OK we haven’t seen you for a while we also have an inquiry for April so if you want that space you’ll have to do that today or let us know when you can finalize.
Mar 12, 2018
How is it going for you is there anything that you need. Also next time you park your car please pull it up closer to the house so we can back out more easily thank you
Welcome back. Please let us know of anything you may need!
Mar 31, 2018
Hello again, Janet and Richard! I can't wait to spend another month with you all. Those roses are HUGE are your garden is just breathtaking! I'm setting a reminder in my phone to give you all Eugene's pet fee on the first, but if for some reason it fails please don't hesitate to reach out again. Thank you all for everything and happy art fair!
Apr 11, 2018
We wish we had had the opportunity to address concerns along the way. We are always open to feedback and happy to make any repairs as needed.
Richard and Janet