As a host since 2012, it's my priority to ensure that guests are comfortable with clean rooms and clear communication. B.'s review is not accurate. After staying, B. tried to get her money back. AirBnB did not issue a refund.
B. was upset at check-in : No room with private bath, mini fridge too small so she would have to dine out, parking place in next block, new job hurts her knee, all apartments she looked at were really bad, etc.
I'm a therapist and listened after helping her with suitcases as transitions to new cities can be difficult. I also apologized because my refrigerator went out that day and there was rotten food. I got home and checked-in B. before cleaning it out. (There's a new 48" Viking refrigerator for guests now.)
The room where B. stayed has a newer mattress from W Hotels with mattress protector (no stains) and 800 thread-count Egyptian cotton sheets. It was all very clean as I did a QA before B. arrived.
B. texted during check-out that the front door closed on her and locked her out causing her to leave her items. After confirming a later time to get them via AirBnB messaging (and also with customer service), B. wasn't there. I waited 20 minutes then messaged and had to leave. When I got home later, B. was waiting and even angrier and said she would be writing a review.
As a host, I don't think there is anything I could have done for B. She wanted to book a room for her mom when she sent the request and was dealing with a new city, job, etc. My house works really great for people who have experience living on their own already......and who have stayed with AirBnB and get how AWESOME it can be!