Sorry to hear you did not enjoy your stay, Jasmine. We aim to be the best hosts possible and have our guests leave happy and satisfied.
I am somewhat confused by your feedback since our ad is very clear regarding what is provided and what is not. We are not required to provide personal items and our not doing so is not an indication of us being cheap. People have allergies, skin sensitivities, and preferences for smells. Did you think of this? It concerns me that you would immediately jump to such a conclusion. Airbnb is very clear regarding the expectation of open communication and communication at the time to resolve any concerns. At no time did you attempt to do so. Our own ad clearly states that we similarly expect guests to let us know at the time if there are concerns. We cannot address anything if we do not know about something.
Regarding our cats, our ad clearly states we have pets. When you arrived, I told you several times that our cats sleep with anyone staying in the rec room. We do not have the ability to keep the cats upstairs since our house is open-concept, plus their litter box is downstairs with nowhere else to put it. If you do not like animals, which you said when you arrived, why would you stay somewhere that has pets? This is our pets' home as well as ours so YOU are THEIR guest. Sorry to hear the cats apparently pooped downstairs. Did you close the Mechanical Room door? That is the only time they will do so and I mentioned this several times when you arrived, asking you to NOT close the door so they would have access to their litter boxes.
We hire professional cleaners and they were here just before your arrival so the house was spotless. I am extremely particular in this regard since I like my house clean. In addition, I stay in Airbnb homes when I travel and would never stay somewhere that is not clean. I appreciate you mentioning the smell. I know our house smells "doggy" at times and I hate it as much as I love our pets. We use plug in air fresheners and open the windows as much as possible. However, we will clean the carpets again. We wanted to avoid carpets in the entire house when we built, but the cost was prohibitive. Someday, we will pull out the carpet, but cannot afford it yet.
Did you actually read our ad and go through all the information? Our ads are extremely detailed so that potential guests are very clear regarding what to expect and there are no surprises when they arrive.
Temperature? Yes, it is a bit cool (not freezing) in the basement. However, we provide quality microfleece bedding, Vellux blankets, warm quilts, with extra quilts available, plus a heater in the guest room. The heater will heat the entire basement if necessary. I reminded you several times of the extra blankets, but you refused them and demanded (did not ask) that the heat be turned up. Did you actually use the heater in the guest room? We regret not putting in a separate thermostat downstairs when we built our house, but have taken reasonable measures to ensure guest comfort. We turned up the heat when you demanded it, but could not turn it up too much or we would have overheated upstairs. I appreciate you bringing this up and plan to install a second thermostat once we can afford it.
I am sorry to hear you believe Scott to be rude. He had just returned from the hospital, which you knew, and is still not doing well. I suppose the fact the someone is in considerable pain and discomfort would cause them to be somewhat brief in their answers. Did you think of this? Did you ask Scott how he was doing? He would have told you and apologized for being somewhat vague. He told me you immediately launched into demands and barely said, "Hello." I am sorry to hear there was a misunderstanding regarding this. People mention Scott being friendly and a great host in our reviews because he is exactly that. However, he is not at his shining best right now.
As for accusing Scott of being racist, those comments are disappointing to hear. I am not sure how you came to that conclusion, but there is no rationale for it. We have friends from many walks of life including Indian people. One of my closest friends is Indian and she stood up at our wedding. If you look through our reviews and the guests who wrote them, you will see that we have people from across the globe and across many different ethnicities staying here including Indian people. All their reviews are positive. It would seem logical, would it not, that if Scott was racist, other people would pick up on that and their reviews would reflect that? One of the many things we enjoy about being Airbnb hosts are the many people we meet. We cannot currently afford to travel so we travel the world vicariously through our guests.
I am not sure staying in an Airbnb home is recommended for you in the future. Airbnb homes belong to people and guests will generally be staying with home owners. Airbnb homes are not hotels with 24-hour service and staff who drop everything to cater to every whim. Clearly you expect hotel service. We are Superhosts several times over for a reason and we take every measure possible to have our guests be comfortable and feel at home in our home. Certainly, we want feedback and since we began, we have made numerous changes based on such feedback. Even though this is not a hotel, we have spent considerable money and time to provide guests a hotel-like experience. I will take your feedback under serious consideration and see what changes I can make. Some things (like a second thermostat) will have to wait until we have extra money. Having said that, hosting is a two-way street. Guests need to recognize they are staying in someone's home, not in a hotel.
I will remind you that I gave you our guest room for free because we have been having issues with our air mattresses. If you had paid for the extra room, it would have cost you an additional $100 + tax. Therefore, we lost money this weekend. However, being generous and caring hosts, we were willing to do this so your group could be comfortable.
Your friends were fine and are welcome to stay again. Unfortunately, we found you to not be the kind of guest we want in our home. We did not appreciate the very loud argument you had with your friend that resulted in you slamming the bathroom door and waking me up. I strongly recommend you discuss issues at the time they arise and in a manner that invites conversation. Reading your concerns in a review is not helpful and reflects poorly on you since there was no attempt on your part to discuss anything. A friendly reminder that Airbnb expects guests and hosts to maintain open communication and work out concerns together at the time. Clearly we do not meet your expectations of what you think an Airbnb home should include so I suggest you book in hotels from now on.