Help with guest issue

[Steve Neill]

Our first nightmare guest.  Airbnb Guest privately emailed my wife after she thanked them for staying with us, we learned a new cleaning employee apparently did not do a good job upon their checkin.

My wife replied and apologized for the cleaners misses.  Wife contacts cleaning crew owner and forwards the guest complaint, the cleaning crew owner calls back and happened to be onsite personally after they checked out.

Come to find out, place was a mess.  Since they did not checkout on time, she witnessed 2 full size suvs of people and a dog.  Dog hair everywhere even on my brand new sofa.

Wife called Airbnb to see how to handle this since we are new and have had great recent reviews, since they obviously busted our house rules having more then max 6 guests, violated our no pet policy, and late checkout.

So Airbnb gave us an $85 cleaning credit back to us, which I was shocked they would do.  Which was basically spent on pest control and extra cleaning.

Guest has left us a review, and of course we can’t see it until we review them, guest does not know we found out how they left our place.

How would you respond with a review of the guest?  My gut says to call them out on it, my wife is more nonconfrontational.

[Dave Dash]

I think it helps the community of other hosts if you explain what happened and why they are getting the rating they are getting.