Hi Lisa - Thanks for the feedback. We typically don't push back with a comment but this time around I'll have to say that it's impossible the hallway smelled like anything of the sort. Mainly due to the fact that I spoke to you face-to-face in the same hallway for 5+ mins as soon as you arrived and you never mentioned anything – that would have been prime time to mention this or at the very least at some point during the stay via the app. Somehow we discussed all other details surrounding the stay but this never even came up one as we stood there in the hallway together. Second, we had our cleaners do a thorough cleaning hours before you arrived (for the 2nd or 3rd time that week) which included the area mentioned. We voluntarily maintain the area even though it's not technically part of our listing/offering. Regardless, we will double down on the cleaning in that hallway just to be sure!
Also noticing you gave us 3-stars for checkin and communication, which feels unfair considering you mentioned to me in-person in the hallway that you were just now reading the checkin procedures after you were already inside successfully without contacting us for help – if anything, that makes the checkin seem incredibly easy, convenient and quite the miracle if you ask me! I recall you mentioning that you didn't like that there were 4 total keys to keep track of but that's why we have them numbered and again, we list out which key goes to what in the checkin procedures that you should have read prior.
Communication – again, feels unfair in my opinion to give a 3-stars here. I spoke to you for 5 mins in the hall reiterating all types of things that were listed out in our listing and House Manual that hadn't read yet... during your 2 night stay, I specifically reached out to you 2-3 (maybe even 4-5) times that went completely unanswered – asked how things were going, if there was anything we could help with, etc. and all we got were crickets. The last thing we've heard from you is this review. :/
Anyways, we do appreciate your stay and wish you had a better trip to San Francisco all together. We ended up giving you a great review, when in hindsight, maybe we should have been a bit more critical so future hosts will have a heads-up. My recommend is that you update your profile with a biography and/or communicate to hosts all specific needs so they can further vet the pairing. And please make sure to read all listings of potential Airbnb's prior to booking – especially before arriving on-site for checkin. Those two things alone will cut back on much of the stresses and unknowns in the future for both guest and host! Take care, Lisa!