Jessica's group was lovely and I have no complaints from my end. I am, however, dishearted to find out now, in a public forum, that she wasn't entirely satisfied with her stay. I wish she could have spoken up in person, we could have discussed why things are they way they are. As a superhost, I take my guests satisfaction very seriously. A review like this not only ruins my day, but can impacts my bookings.
Generally speaking, most guests with complaints have not read the listing prior to booking. That is the case with Jessica. If she had read my listing entirely prior to booking, she would have a better understanding of the neighborhood, house rules, and associated fees.
My neighborhood is lower nob hill in San Francisco. It is very central to "downtown" and sits between the Nob Hill and the Tenderloin neighborhoods. It's often referred to as "TrendyNob" as it's going through a resurgence. My street is considered highly desirable in this area, and most guests are impressed with the central location (read the reviews). Unfortunately, homelessness and associated grime, is a blight on most of the city- especially anywhere central. I suspect that Jessica probably would have been happier in distant Pac Heights with twice the price and half the space.
My check in time is 4pm and check out is 10am. That's pretty standard for most hotel and bnbs. I'm surprised she found that late and early? When does one clean the space between guests?
Each host has their own set of "house rules" for guests which are viewable prior to booking. Yes, I do ask that guests strip their linens and leave them in a hamper. That's common with many personal property rentals. Jessica is the first of 288 other guests to express disappointment. Yes, I charge $120 for housekeeping, but I pay a housekeeper $175. So I take a $55 loss and I still have to pay a second person additionally to collect and do laundry (hence the guest stripping linens and leaving them in a hamper).
Jessica doesn't know any of that, but she also wasn't willing to give me the benefit of the doubt. It's definitely a bummer, but you can't please everyone. I wish her well, despite it all.