As a small business owner and a fairly new Host to Airbnb, I must say I understand the significance of Customer Service in ANY Business. That being said, I know reviews on Airbnb can make or break a Host. My wife and I work very hard at offering a great experience to our guests when we rent our vacation home. A key to providing such an experience is to keep the communication channel open between Host and Guest. I provide my cell number to every guest and make it very clear to them to contact me ANYTIME with questions, concerns, complaints etc. Prior to this review, I have had nothing but absolutely positive feedback from ALL my guests to date. Enter Jeff. Jeff, who was scheduled for a 3 night stay arrived at my home on his check in day and sent me a text saying "Hi Joe just got to house. Beautiful place, thank you!" I responded, Great, enjoy your weekend, feel free to contact me anytime with any questions, etc. Fast forward to check out day, I rec'd a text from Jeff saying, "Joe, just checked out". I assumed Jeff had an uneventful stay as I never heard from Jeff during his ENTIRE stay. Then, to my surprise, 34 hours AFTER Jeff checked out, he sends me a message about this unclean house he stayed in. Huh? Jeff supposedly stayed for 3 nights in an home that was not clean as promised but never decided to contact me to have this rectified. Instead, he contacts me 34 hours after check out to make these complaints. If Jeff had contacted me ANYTIME during his stay, I would have had been over there immediately and fixed the situation. Instead, Jeff decided to notify me way after the fact. Surprise, surprise, the next communication I get from Jeff is a few days later asking to be reimbursed for his cleaning fee,........Hmmm. Now, one week AFTER his stay, he is now requesting $$$$ back. I must say, I confirmed with my cleaning staff that everything Jeff presented to me was just not true. My cleaning staff has done a tremendous job for me to date as my previous reviews can attest. So, at this point, it was his word vs my cleaning staffs word. We would not even be at this point if Jeff had just contacted me about the situation anytime during his stay. Instead, now I have to play Judge and Jury as there is no way for me to verify his complaint. After reviewing the facts, I decided to side with my cleaning staff and I refused to offer Jeff any $$$ back. I wonder if Jeff stayed at a hotel and arrived to a room that was not clean, etc., would he have called the front desk to complain? Or would he have stayed there for 3 days and called to complaint 34 hours after check out? I think I know the answer to this question.