Respuesta de Bookie:
Being new to Airbnb, I have been thoroughly frustrated by not knowing how I could respond to Jeremy's unfair review which I responded to, and infact even clarified the situation before his review came on as we had discussed the issues at length him and I before he put up his review.
Jeremy and family were received by my Caretaker who had unfortunately omitted to bring in the kitchen utensils that indeed had been removed for another function when the previous guests who stayed 8 nights had indicated they wouldn't need them as they would be eating out their whole stay.
Jeremy team were passing through overnight from Zambia to South Africa, and so the Caretaker must have assumed they wouldn't need to cook as there is a restaurant in the Bridgetown Resort within which our apartment/cabana is located. While with the Caretaker, Jeremy did not express any problems, and infact when I checked, I was told they were very happy when the Caretaker left them. However, soon after Jeremy sent me an sms raising the issue of the kitchen utensils with me and I immediately called the Caretaker who was ready to deliver the same immediately except Jeremy said it was ok they would sort something out. After that he sent a message again that the 5 towels we had for them over night were not enough, and his daughter had found a packet of condoms in the bedroom drawer. He said the fridge was small, and for these reasons, while he understood that, in his own racist words: "these were African standards, he still felt he should be refunded $100". I explained that our standards compared very well to South African, and global standards in places were had stayed for holidays too. I explained that the condoms were a requirement by tourism regulations as part of the national strategy for curbing the rise of HIV/AIDS, I however apologized that we should have fore-warmed them so they would remove them before the children opened drawers. I thanked him for the feedback and said in future we would make sure to check guests bringing children. I offered that for the inconveniences we caused them, especially with not having the kitchen utensils, I would give him a discount of $50. He then said I should indeed give him a discount so that "I can give you a good review". I felt this was some bribery meant to force me to give the discount, but I still was willing to give it. Unfortunately when I checked with the Caretaker, I was informed that the kettle had been dropped and cracked, white towels soiled with muddy feet from the swimming pool, sheets blood stained, and a duvet cover spilt with some liquid. I didn't feel that Jeremy and his family conducted themselves well in terms of handling our property and became suspicious of even the many made up complaints which hadn't been made to the Caretaker on the ground. I then informed Jeremy for that reason I wouldn't refund him anything as his motivations were thoroughly wrong, racist and smacked of bribery tendencies. The pictures shown on Airbnb are exactly as our cabana is. The black couch in the living room opens into a sleeper couch that sleeps 2 children or young adults, in addition to the 2 bedrooms that sleep 2 people each, thus a total of 6 people are accommodated comfortable in the apartment which has 2 bathrooms, 1 shower and 3 toilets. The small fridge is indeed shown in the kitchen. Additional towels and linen are provided for longer staying guests according to their numbers. Finally, yes we are part of the Bridgetown Resort, being part of 6 similar apartments that are privately owned outside the management of the rest of the Bridgetown Resort, the owners of which are part of the Body Corporate for the whole development. Bridgetown (Pty) Ltd run their cabanas as walk in hotel rooms at the rate of $139 per room with breakfast, a total of $278 per cabana. Ours is $250 self-catering, and complete family privacy. We are new, both as a facility, and to the Airbnb family and plan to give regular and frequent special reduced prices. We have so far hosted 2 happy families, before Jeremy family, one came in directly and the other through Airbnb, and both were very happy, and gave positive advise to improve ourselves as a new host. They paid with no complaints and felt our rates are quite competitive for the area which is the tourist hub of Botswana. We therefore will be happy to host more guests in our lovely home away from home: Kagisano Cabana - The Place to Stay. God bless.