First, there are a couple of points Giselle makes, that are completely untrue. The web page clearly states the house sleeps 9, with two people on couches that make into twin beds in the living room and one person on a couch that makes into a twin bed in the casita. Second, I told her I was concerned about the condition of the road and she told me she had spoken with our house manager about it prior to their arrival, and he told her it was okay. At this time of year it rains hard every day and where there are dirt roads, conditions change every day.
The "host" Giselle is referring to is our house manager and I can't speak for him, but we, the owners, were traveling in Italy at the time, and basically had to have confidence that the house manager would look after any problems. We did respond to Giselle from Italy and we responded to Airbnb.
As I tell all of my guests -- crime is on the rise in Mexico and all resort areas. It gets higher during the low season, because the poor people who live there have less work. We are also very frank in the write-up that the people who live on the street below us are very poor. The guests were told NOT to leave valuables or wallets with money lying out, and they did. My husband and I still do not know the exact circumstances of the crime, because Giselle did not share them with us, nor did she share the police report she told Airbnb that she filed. If the house is properly locked up, thieves cannot get into it, we do not know if it was properly locked. There was no mention of forced entry in any of the reports we got -- so we don't know for certain the house was "broken into." The claim that our house manager told her we have been robbed "at least 4 times" -- might be correct over the 10 years we've had the house, however, we have increased security when we've had problems and haven't had an incident since we installed combination locks on the exterior doors. Many houses in Sayulita have had thefts -- even the condominium complexes with security guards. Our house is no less safe than any other house in any resort area, in fact, if it is locked up properly and the security alarm is turned on when you leave, it's probably safer than most. We were open to working with Giselle to make the situation better, but she did not give us the opportunity to do that. I am truly sorry she had such a negative experience. If you look at our other reviews, you will see on both Airbnb and the other major home-share web site, that hers is the one bad review over many years and probably hundreds of bookings.