Hi Andy & Sam,
I'm very sorry that you felt that cleaner was rude to you. I've followed this up with her and she expressed that she was just shocked to find a pet on the property given that she charges us an additional charge, which she wasn't expecting to include for, believing that we had omitted to tell her!
Further to this, when questioned I understand that you stated that you had advised that a dog had been included on the booking form. However in our experience, also as superhosts, this is not how owners are advised of dogs staying, instead the AirBNB community relies on guests being honest and truthful in the spirit of AirBNB culture. She had also advised that after cleaning the property and finding that the dog poos collected from the garden had been put into the recycling, she had felt she should separate for the benefit of our local authority, which was decidedly unpleasant. This is not what we would describe as "immaculate", and at the time we felt that levying this charge was indeed acceptable, if not necessary, compensation for her.
I would also like to make it clear that in the spirit of AirBNB we do NOT add any cleaning charges/fees/ security deposit for our guests (contrary to your statement that "there were already cleaning costs billed") unless there are pets present.
Once again, apologies that you felt the cleaner was rude, we usually find her to be impeccably mannered, truthful and pleasant to deal with.
Jess & Kirsty