Julia booked this reservation for her guests who were visiting from out of state for the weekend and did not actually stay here herself. She may not have realized when she booked that the listing states that the house is not suitable for children under 2, and I believe this is where the miscommunication began. There are open balconies, stairways and delicate objects in the home, which could present a hazard to any normally inquisitive toddler. In the past I have permitted children under 2 with advance approval and a waiver of responsibility. Because I was not informed that there would be young children in the party, I was not able to take advance precautions.
After Julia’s guests departed, my cleaning people discovered the damages she mentioned. I have never had to file a damage request through Airbnb, so in order to initiate the process, I provided documentation of all of the damages and the repair and replacement cost estimates, as Airbnb requires. I did have several written conversations with Julia, who insisted that the damages must have been caused by the previous guests. Subsequent communication has been handled through Airbnb’s Resolution Center.
My cleaning people have verified that the damages were not present before Julia’s party arrived. I am only asking for compensation for the broken knob on a lamp, a broken lamp finial, a replacement wooden blind, and a visit from my locksmith who works on broken locks on vintage doors. It is my opinion that these items all could have easily been broken by a small child without the knowledge of the adults present.
I thank Julia for pointing out the housekeeping shortfalls, some of which were likely overlooked in haste as my cleaners got the house ready for a last minute 11am check-in. To be clear, pump soap was provided in both bathrooms and although the hot water does take an incredibly long time to reach the shower at the back of the house, there is an ample supply of it.
I am sorry that Julia’s guests did not find the house to their expectations, despite my best efforts to accommodate their special requests. I am also sorry to be the bearer of bad news regarding the damages that occurred. Many thanks to Airbnb for having a process to enforce the security deposit when necessary and to resolve thorny conflict issues like this one.