Nick, thank you for your comments.
As we have previously discussed, I requested the additional cleaning fee because I was charged an additional 200EUR for cleaning by our house keeper at the end of your stay. My email to you was polite and I felt that I had fully explained the reasons for the extra charge.
If you had alerted me to any problems with cleanliness on your arrival, we would have been able to address the issue at the time. My family and I were at the chalet a couple of weeks before your stay and we found that everything was clean and in good order, which, in addition to many positive reviews from previous guests, leads me to believe that our cleaner is doing a good job.
Our house keeper has been working for us for two years and this is the first time that we have had any complaints.
Unfortunately when our house keeper came at the agreed time to collect the keys at the end of your stay, she found that you had already left and that the keys were on the kitchen table with external doors unlocked. We do expect guests to contact either the house keeper or myself if they need to leave earlier than planned because we have to make sure that the chalet is secure. Any problems could therefore have been dealt with at this time rather than leave me with no option but to contact you after your departure.
As I have discovered on this occasion, Airbnb gives hosts two options when dealing with problems caused by guests. 1) Claim the damage deposit of 250EUR 2) Contact the guest, explain the problem and request a charge for additional services. I felt that option two was the only fair way to proceed in this case as it gave you the chance to respond with your comments.
I subsequently decided to close the request rather than pursue the issue via Airbnb and felt that I had politely explained the reasons for doing so in my email to you.
I am sorry that you feel this has tainted your stay, we try very hard and hope that our guests enjoy our home and the resort as much as we do. It has been our holiday home for nearly 30 years and we feel very much that it is our home from home - we hope that our guests will feel the same.