At StellarStay, we believe in two things above all: transparency and cleanliness. That’s why, after every single turnover, our cleaning teams complete a detailed, time-stamped inspection report.
📸 These reports include photos and notes (yes, even when something small like a blanket is missing) so we can prove the exact condition of the home before check-in. It’s our way of ensuring fairness—for both guests and hosts.
⚖️ When Complaints Don’t Match the Facts
Recently, a guest raised a long list of grievances—after checking out. But here’s the thing:
The photos she uploaded showed only minor cosmetic details:
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A single hair on the carpet.
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A small chip in the laminate floor.
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The ribbed bottom of a cast-iron bathtub (designed for safety, not a stain).
Meanwhile, our pre-check-in cleaning report documented a spotless property, fully sanitized and ready.
👉 When claims don’t align with evidence, it puts everyone in a difficult position. This is why having clear, consistent documentation matters.
✨ A Friendly Reminder for Thoughtful Guests
From our blog post, How to Fairly Rate Cleanliness on Airbnb, here are some tips that keep things fair and constructive:
✅ Focus on what matters – bathrooms, bedding, and sanitized surfaces.
🍃 Give nature a pass – leaves on the patio or a bug sneaking in doesn’t mean it wasn’t cleaned.
💬 Speak up during your stay – most hosts fix things right away if you let them know.
🌟 Keep reviews constructive – small details are fine to note, but keep the bigger picture in mind.
🏡 What Guests Can Expect from StellarStay
When you book with us, here’s what we promise to deliver every time:
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✨ Meticulously cleaned spaces – following Airbnb’s Enhanced Cleaning Protocol step by step.
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🌬️ Fresh and neutral ambiance – no overpowering scents, just clean air and comfort.
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📲 Responsive support – message us during your stay, and we’ll jump in to help.
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🛏️ Comfort and care – clean bedding, well-stocked essentials, sparkling bathrooms, and thoughtful touches.
That’s the StellarStay Promise.
🚫 No to Free-Riding and Irresponsible Behavior
In this case, the guest requested a full refund after spending time in the property—essentially, after using it.
Airbnb reviewed the situation and supported our position: no refund was warranted.
We stand firmly by this principle:
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❌ No free-riding.
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❌ No misuse of the platform.
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❌ No incentivizing irresponsible behavior.
This protects not only hosts and owners, but also respectful, honest guests who make up the vast majority of the Airbnb community.
🔑 The Bottom Line
Our robust cleaning process and photo-backed reports mean every guest starts their stay with confidence.
🌟 Takeaway for Guests:
If you’re here for a vacation, we want you to focus on creating wonderful memories to take home. And if something ever feels off, just let us know right away so we can make it right. What we can’t do is support situations where a property is briefly used and then a refund is requested—because refunds are meant for genuine issues, not for taking advantage of the system.
Let’s keep the Airbnb community fair, honest, and respectful—for everyone’s benefit.
Warmly,
The StellarStay Team
