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Complaint Details
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Initial Complaint
08/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We rented 130 Carmelde Grover Beach through Airbnb for August 5 to August 8. We followed all rules during our stay - it included our two small dogs, my baby, toddler, husband, myself, sister in law, brother in law and mother/father in law. We took the master bedroom and bathroom as to accommodate sleeping arrangements for the baby. We used the bathroom less than 5 times the entire stay - my toddler is in diapers and did not go in. No belongings were brought near the toilet because the room is very tiny. We cleaned the house extremely well before leaving. No damage was left, we barely spent time there other than the final day because my brother in law was sick. So we all stayed around the living area and just had a small cake for my mother in law. We paid a cleaning fee of $225.00 despite cleaning it mostly ourselves. The total cost was $2219.27 for that stay. As of 8/12, we were told to pay for damages we did not make in that bathroom. They sent a photo of a paint chip behind the toilet. There’s no way we could have even made that damage - this was completely a reach; damage that was there or damage that housekeeping made and shifted to us. For a paint chip (you can see paint on the ground from the wall that was NOT there during our stay), we were charged $250. Why was this sent so long after? Did it happen after we left from the next guests? Housekeepers? This is absurd and it was not our doing.
Business response
09/23/2024
The guest's statement contains some inaccuracies. There was indeed damage to the paint, and they left a spilled smoothie on a rug over the wood floor. We initially requested $50 for the cleanup but later canceled that request when the guest clarified that it was a smoothie, not vomit.
Regarding the paint damage, we determined that it was caused by the trash can, which was an accidental issue rather than a result of careless behavior. Consequently, we refunded the $250.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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