We've had so many great guests, but every once in awhile comes a guest you just cannot please. I met Tawanda and her group on arrival at 3pm check in. From the very beginning it was clear they had not read the listing description. They were very upset that no TV is provided as noted in the listing. While we provided everything as required they tried to find reasons for complaint. They wanted to find another place which was Ok with us, cause we want guests to be happy. When they realized they couldn't cancel and get a full refund and that it would take awhile for airbnb to find them another place, Tawanda said they were going to stay, which was Ok too. Later I found out that she had made up a number of unfounded complaints to airbnb in an effort to get a refund.That was very disappointing as we work so hard to make everything good for our guests. Tawanda was unable to submit anything to support her claims and airbnb did not issue her a refund. It's disappointing that Tawanda chose to further the negativity by leaving a vague and extremely negative review.While airbnb hosts bear a lot of responsibility to provide a good experience for guests, airbnb guests have a responsibility to be good guests. We cannot recommend Tawanda as an airbnb guest.

Thanks Halimah for your nice comments about the house and location. As I communicated with you in detail when you made this special request exactly why we try to avoid early luggage drops offs and check ins and exactly under what conditions we could accommodate the request- this is exactly what we are trying to avoid as no matter how hard we try to accommodate guests on this, it ALWAYS blows back on us negatively. Halimah pushed hard for the early luggage drop off we had arranged for 10:30am the night before arrival. She started calling and texting at 7:50 am on arrival day asking if they could come sooner. I said stick with what we had arranged. AT 10;30am I stopped the work and went outside to wait, at 10:45 I texted her she replied her way. At 11:00 they arrived, I was gracious but concerned about the work time being lost. Halimah made some comments that were not positive and then starting raising her voice.That is not something calming, but exactly opposite. At that moment I got the deja vu that this would not turn out well. She said she didn't want to talk about it anymore. I didn't say anything else and turned to leave, and she brought it all up again in a loud voice. At that point I knew it was not going to work and called airbnb because I could tell they were not going to be happy no mater what and wanted to find a better solution for all. Halimah then apologized and we went forward. It was extremely stressful and we lost an hour and half on what was supposed to be a 10 minute luggage drop off. So we accommodated the early luggage drop off, gave a late check out and cleaned up the mess left, the garbage and threw away the damaged towels and of course she left at 1 star review for check in negatively affecting our ratings - so once again burned by trying to accommodate early luggage drops and early check ins. If Halimah had checked in at the standard 3pm or later check in time all of this could have been avoided. I hope in the future if Halimah uses airbnb again she will understand and recognize that airbnb hosts are not hotels with bellman and staff and luggage rooms and asking for special accommodations does put extra burdens on hosts so when you ask and someone accommodates you don't yell at them and give bad reviews.