Janice is an overnight guest who made a lot of requests prior to her stay. She was asking for Microwave, and Refrigerator, neither of which were stated in our description and are not in our featured photos.
She also requested to extend her check out time to 4pm, which we initially declined. Our Check out time is 11am.
Our building is designed in that residents have separate elevators with access cards for safety. However, access to rooms only requires a regular key. Main door key is with her already by this time.
We have been clear at the beginning about the use of the service elevator (which is beside the residents' elevator) for overnight guests as the the keycard is only issued to residents and guests staying for period/s longer than 1 month. (Airbnb can check exchanges made through the app.) However, she was insistent on the access card, and upon arrival, messaged to say she needed a 'special power of attorney'.
We were contacted by front desk staff, and they said no such thing. What they needed was a completed form with the names of all the staying guests, due to her insistence on the access card. The staff were informed of my guest's arrival. But due to her insistence on the card, on a weekend when the office staff have signed off from work, there was no one to approve the immediate request.
As soon as the owners were informed, we have made a special request via a written consent with all the guests' names to be ushered to their room. We have never had such an unpleasant experience with a guest in any of our properties before.
Regarding wifi, airbnb can also countercheck our exchanges as we have informed the guest about the service delay of our provider and have in exchanged provided a 4G LTE sim with 1GB data valid forn3days. The newly bought 4G sim was preloaded and tested prior to release, and is in good working condition. (she was an overnight guest but was given a 4G sim she could use for 3days. It was hers to keep but the sim will eventually expire after the period indicated, which was 3 days--2days more days than her booking.)
She initially requested to check out at 4pm despite clear indication that our check out was at 11pm (this was to allow cleaning and changing of beddings for our next guests). However, due to her insistence on receiving an access card during her arrival which caused delays and late check-in, we allowed for her to stay until 6pm the following day (this was done over the phone, when we confirmed they have arrived at their room).
We have apologised many times but some people are just hard to please.
She left the keys at the mailbox the next day and unplugged our appliances in the unit. Our guest kept their garbage in a pile but left a lot of food particles (chicken and rice, on the floor)
We try our best to please our guests. But we set our guidelines clearly and cannot agree to provide things such as microwave and refrigerator, or allow more than 5hours overstay. (Our check in is 2pm, and our next guest could be arriving at any moment!)