7 years of rental with Airbnb I have never had such an unpleasant ans somehow "traumatic" experience.
This "guest" made a reservation last Friday evening, that means 2 days before his arrival. After confirming his booking, he told me he will arrive from Madrid to Lisbon by car, I immediately warned him that I could only be present at the apartment after 18h because I was all day long compromised with a client at my work. I never "disclosed" anything, on the contrary I advised them from the poem,t they explained they wanted to arrive at 15h.
Immediately he answered and could feel in his messages a certain "discontent".
I explained that I was working and had a scheduled visit with a client at the end of the afternoon, already scheduled and impossible to move as my client came from UK and that I could certainly not be there before 18h.
In fact my meeting ended around 18h40 !
According to my instructions, this guest warned me via AIRBNB, it was 30 minutes from Lisbon, but it was only 17h19 ... Being in meeting with my client, I could only be aware of his message at 17h40 pm and immediately I warned him via Airbnb that I could not be there at the moment he wanted.
At 18h12, when I had finally finished my appointment, hurrying up, I went home to find the key that Maria, the person who takes care of the cleaning, having as instructions to leave the keys at my place after doing her work and before going on holiday in the Algarve… Stressing messages from the guest getting impatient, Murphy's Law gets in action, I could not find the keys where they should have been, so I phoned Maria who told me very confused and sorry that she forgot to drop them, had them in her pocket and that she has already almost arrived in Faro!
Immediately I called a locksmith to come and open the door and he promised me the service within 45 minutes.
I called an Uber to go to the rental, as it is difficult to park in the street and I did not want to waste even more time ...
As soon as I arrived there, the guest and his wife began attacking me verbally... I did apologise and tried to explain the whole situation but they were completely out of their mind and incredibly aggressive and even with some kind of malice, accusing me for having spoiled their vacation, to have them wait 4 hours and therefore lose 4 hours of their vacation, not to be the person in charge of the apartment because I did not have the key … Jesus ! I really tried to explain to them, I told them that to make me forgive this expectation of a good hour really independent of me, that to compensate I could offer them the first night … but IMPOSSIBLE … They said they wanted a full refund right now, right there … that anyway they were going to write a very bad comment, to destroy my reputation and that I would never again find nobody who would reserve our apartment and that I was going to be thrown out by the owners ... !!!
I managed to leave, or better to escape, pretending that I was going to get money to pay them.
I immediately called AIRBNB, in shock, to explain everything that had happened a few minutes ago … AIRBNB told me not to go back, that they will sort it out.
About the complain about the car park in the street, it is specified in the ad.
Honestly in 7 years of AIRBNB, I have never experienced such a bad couple of guests.