Response from Yasmina:
We'd love to tell you what it's like to host this guest, but we never got a chance to get that far. What we can say is that this was a VERY rare and unpleasant experience for us. We've been as accommodating as we possibly could. Check-in on the listing is any time after 3pm. Jessica was allowed an earlier self-check in at no extra cost. She could not locate the key and apologized for being tired and out of it. We explained clearly and asked her to stay on the phone while we guide her -- but she insisted she understood now and would let us know if there are any issues and rushed off the phone. Apparently, her phone battery was dying. A DTK team member offered to come over and meet her at the door in 25 minutes. On top of that, Yasmina, herself, announced she's rushing back from work and will let her in. Jessica was rude the entire time, threatening to cancel the booking and demanding a complete refund (very well knowing the cancellation policy is a full refund for up to a day before). Instead of waiting a little and communicating properly, Jessica said that it was too late and she already left and got a hotel room instead. We have had NO issues with previous guests being able to locate the key or waiting for someone to come let them in if they're early. We sympathized with Jessica but she responded with unfairness for us. It is not fair to us (or to herself!) to not let us resolve the problem caused by her self-admitted tiredness, when we offer help left and right to get her checked-in. We are all on the same side here and even told her we did not want her to deal with cancelling when we can come let her in. She rudely insisted the keys were not there even after Yasmina upon arrival took a picture for her showing they were right there as described. We feel bad that Jessica was going through a tough time in her personal life and was exhausted, but we could have had a great chance of booking those lost days to someone else had she cancelled 24 hours before instead of on the day of her check-in. Moreover, we are still perplexed at Jessica's juvenile behavior to cancel her booking with us, be rude to us, and not cooperate to get checked-in instead. She decided to cost herself extra money by leaving and booking a hotel -- and it is not fair for us to help compensate her for the price of her hotel and cab ride by refunding her outside of our agreed-to cancellation policy which she purposely violated. The Airbnb community is special because of the camaraderie between hosts and guest; the more personalized communication! Based on how Jessica acted, we do not recommend her to other hosts. This was an unfortunate and unnecessary situation for all involved. Despite it all, we wish you well, Jessica.