Hi Alicia - we want to apologize for what clearly was a bad experience for you. Your concerns as to the various issues you shared with us were our primary concern over a very long 24hr period. As you know we all scrambled to better understand the things you shared - engaging in phone, text and email conversations. It literally was our one and only priority in that period. We also wanted to be a resource for you but felt that ultimately there was too big of a gap to overcome -- that ultimately we were all better off starting fresh and unwinding the reservation. In overseeing and managing over 10,000 stays on Airbnb (w/ over 50,000 travelers) across hundreds of homes in California, that was a first time for us ... and seemingly you too. It did not seem to either of us that things were either going to improve or could be improved - even with herculean efforts to make things perfect. And so in an effort to assist you in salvaging some of those precious vacation days, we and Airbnb believed it made more sense to part ways.
Cleaning is always the most challenging part of the home stay experience, but I am relieved to share that we literally have 19 (5) star reviews for this home for cleaning specifically. We also have 4.8 stars (of 5) across those 10,000 reservations for cleaning.
But yet, even with all that experience and high marks, it is one of the most nuanced things of living in someone elses home.
Perhaps we can do better in the future on better setting those expectations. While we like to think of our homes as special places, private, luxurious, well cared for and prepared, we do understand that some travelers, sometimes new to Airbnb, have a different expectation still.
We are still willing and able to work through the concerns you have shared however - we have investigated and researched and wanted to follow up with you offline as to what we found out. It would be great to do so if thats of interest to you.