I do my best to take care of guests and want people to have a positive experience. I'm sorry that Sally was disappointed with her experience with Airbnb and the Mission Treehouse. I'm writing this response to her review because I think several complaints she made require further clarification. I'm hoping that with more explanation, potential future guests can have a clearer understanding of the situation.
Regarding her frustration that the door code didn't work, Alan had messaged Sally that he would be waiting at the home for her when she arrived. He expected her to simply ring the doorbell when she got to the house so he had not set the entrance door code. We didn't mean to cause confusion and see in hindsight that he could have set the door code even if he was also waiting inside the home for her.
Regarding the license and refund, this reservation was made prior to San Francisco's new ordinance going into effect requiring a Short-Term Residential Rental Registration. Alan applied for the Registry for the Mission Treehouse as soon as he could but still hadn't received it by the time of Sally's stay due to delays with the Planning Department. Consequently, he still did not have his Registration but did not want to leave Sally without a home for her vacation. So he offered to refund her payment so that there would be no money received for her reservation, which Sally declined. We have since tried processing the full refund but Sally's review was written prior to this taking place.
Sally also complained that that Alan lives at the Mission Treehouse. In San Francisco, only the primary residence of a permanent resident are supposed to be offered for rental. Furthermore, Airbnb is primarily focused around people offering their personal home to other people for rent.
Regarding Sally's comment that Alan took a while to exit, this was only a matter of minutes. He had waited at the house until around 9pm waiting for Sally to arrive and had eventually fixed himself something to eat while patiently awaiting her arrival. We're sorry for the slight delay and didn't realize this would cause such frustration.
Finally, regarding her annoyance with our communication, we received a message from her on the day of her arrival that she was running later than thought. I had not responded to that message as I thought that she would soon be in direct communication with Alan. It appears she sent two other messages that did not arrive until several days after her departure. She mentioned poor signal in Yosemite, so perhaps her cell reception resulted in the significant delay. I did not receive any calls from Sally letting me know that she hadn't heard from me. Nor did I receive any communication during her stay that she was upset. I greatly appreciate when guests let me know they have an issue so that I can address it immediately and make amends for any inconveniences.