Henry I'm really sorry if your review really reflects your experience. I cannot speak to any other communication you may have had but this response is based on what I know for sure. The bookings that come from airbnb are only a portion of how much this home gets booked. The standard process in place are based on bookings coming from internal sites and salespeople. In that process a refundable deposit is required and a contract explaining all other requirements and terms and conditions. I personally modified the terms and conditions removing language that you were not comfortable with. Some of the language that was left that you signed included that you would not intentionally try to damage the property or reputation of the owner. It feels like this review was intended to stop people from renting this home. Even-though it does not speak about the home at all. I thought it all was a miscommunication and the wrong process used for a Airbnb booking. When I called you after your departure and asked how was your stay. You lead me to believe that it was good and I asked you to write a review. The process I mention above were based on years of experience and to help protect the owners asset. You were sent many emails to fill a renter data form, bed configuration, fill out rental agreement and sign terms and conditions. None of this was done timely. I included all of the information that would be needed in a airbnb message on Jan 10th 2018. The only thing I heard from you was about the property deposit which I insured you would not have to pay. The owner would have gladly refunded your money to prevent this as a result.
With all that being said I apologize for your experience but insure you that it does not represent 97% of other bookings.