Risposta di Patrick & Chikako:
Sayli and her family made their own decision to leave early We did not ask them to leave. We asked them to stay, but, they insisted upon leaving.
After Sayli's reservation request and before they arrived, Sayli had a question involving our house rules. We answered the inquiry and Sayli responded with a request to cancel her reservation explaining that what her family really wanted was a turn-key place where her family would have exclusive use of the premises. She added that she had not understood that she and her family would have to share the house.
(URL HIDDEN) We replied back through the Airbnb service assuring her that we had a good record (reviews) with our guests and would she reconsider. She called Patrick on the phone and spoke for about five minutes - ending with her statement that she felt reassured and that the family would go ahead with the reservation.
(URL HIDDEN) What thereafter transpired has caused us to conclude that Sayli and her family were only paying lip service to the notion of sharing our Airbnb accommodation, and, that at heart they intended to treat the reservation as one providing them exclusive use of the premises:
(1) They were very late in arriving (11 p.m. - ish.). Chikako was in bed sleeping. Her duties as a host would require her to get up at 6:45 a.m. the next morning to begin cooking breakfast for Sayli and her family. Instead, the group was quite noisy - talking loudly, slamming doors, and running the water. It woke Chikako up.
(2) The next morning the entire family came down to breakfast in the dining room on the first floor dressed in their pajamas. We could understand this if they had exclusive use of the house. As noted, Sayli had agreed to go forward with the reservation with the understanding they she and her family would NOT have exclusive use of the house.
(3) On the evening of October 10th, Sayli and her family returned. We preface what happened next with a mention of our "Additional Rules" - which state that "Maxi-
mum Occupancy is 4" and that the Accomodation is "Sleeping room without kit-chen". Upon arriving back, either Sayli or her mother asked Patrick if it would be permissible for a visitor to join them but only to visit and could they have plates and utensils to consume food in the nook next to the kitchen. Patrick decided to relax the rules relating to "occupancy" and "kitchen" to allow their relative to pay them a visit, and allow the use of the nook and family room to receive the visitor. He put out plates, place mats and silverware on the dining table in the nook. It was about 8:30 - 9 p.m. and Patrick informed the guests that he was going to bed. Chikako was not present, having already gone to bed (in light of the need to be up again at 6:45 a.m the next morning). On October 9th Sayli or her mother had asked Patrick where our accomodations were in the house. He pointed to the door to the master bedroom suite on the back side of the house. When Sayli and her family began to entertain their visitor in the family room (on the night of the 10th) it probably did not
occur to them that this room was, also, on the back side of the house and under the master bedroom room suite. At ten minutes before 10 p.m. on the 10th, Chikako was jolted from her sleep by the sound of loud partying in the house below. Patrick, who had gone to bed shortly before, also noticed the loud voices.
Patrick got up, put on his bathrobe, and went downstairs finding the guests in animated conversation. Patrick said, "It time to stop. It's 10 p.m." This was delivered without shouting - although at the time Patrick did not make an effort to conceal his irritation. Patrick then went to the kitchen, filled a cup with water from the kitchen tap and went back upstairs. There was no apology from Sayli or her group but a nodded assent from Sayli that the group would comply - which did occur, including a reduction, although not a cessation, of the sound of voices from below.
The next morning at approximately, 8:45 a.m. Patrick came downstairs while the
guests were at breakfast, said "good morning", and then, said, "I apologize for being
grumpy when I came down last night. I could have been more sweet. It won't happen again." Sayli responded with words to the effect it was "alright". Later, Sayli's husband called Patrick out on the front porch and said that the decision had been made to depart, that a refund for the unused nights was desired, that the apology was appreciated, but, that the decision was firm to depart because of the sensibilities of the parents. Patrick asked him to reconsider, but, the husband indicated that the decision to leave would stand.
(URL HIDDEN)It is clear to us in hindsight that our place was not a good fit for Sayli and her family. This can happen in Airbnb when a member doesn't have a grasp of the meaning of the shared economy (as exemplified by such institutions as Airbnb, Uber and Lyft) and the duties it imposes upon all participants.
(URL HIDDEN)Also, the aforesaid facts make it clear that Sayli and her family were simply unwilling to change their behavior and share a house with their host family and show consideration for that family and not to request a relaxation of rules put in place to preserve for the host family a reasonable degree of comfort and peace and quiet and not behave in a noisy and disruptive manner during their stay.
(URL HIDDEN) Our guest reviews have been almost universally excellent since we started Airbnb in 2013, causing one young guest from China to remark that staying with us was "better than staying in a 5-Star Hotel".
It is our position that we represented Airbnb in our usual excellent manner,
providing Sayli and her family with superior accommodation and service and that the guests' unwillingness to observe house rules, behave in a civil and considerate manner, and truly share the house with their hosts was the sole cause of Sayli and her family's decision to terminate their stay.
The day after Sayli and her family departed we wrote to Sayli through Airbnb and informed her that we were unblocking our single rooms and that any revenue received from the booking of those rooms for 10/12 and 10/13 would be forwarded to her. In the event, no such booking occurred. We did not attempt to unblock Sayli's reservation (she could have put through a cancellation request with Airbnb of the last three days by contacting the Airbnb staff) as that would have amounted to a concession by us that her termination of the tenancy was justified. Finally, the word "Yah'll" is not in Patrick's vocabulary.