Atlanta holiday house accommodation with internet access, balcony/terrace, air con and fireplace

I would be very cautious of Velma as a guest as she aims to manipulate situations out of proportion in efforts to gain a free or discounted stay. I've communicated with Velma and TripAdvisor with efforts of how to process refunds if applicable however it has been difficult to get clear feedback and direction from Tripadvisor. I even called them again over the course of the last 48 hours and have spoken to 3 people, and still no results. They've instructed that the case has ben assigned to a particular agent and that agent will be contacting me. In result, this has not helped and has only contributed more to the guest's behavior as her actions have spun out of control. Below is what I have communicated in efforts to be clear and to resolve the matter. I just want to make you aware that I am in communication with Tripadvisor and await consultation in regards to this matter. Secondly, as an owner taking precautions, I have been suspicious of your behavior and claims hence the beginning of this reservation to the present. Therefore Tripadvisor advised that contact/communication will be conducted ​through them. Following this message, I ask that we comply to further resolve via Tripadvisor. You called me yesterday, while I was in a meeting. This serves as a confirmation that you spoke with me yesterday, excluding all exaggeration you alluded to. Out of courtesy, I stepped aside from my meeting to address your concern. I informed you that I've been proactively addressing this matter and was still waiting for Tripadvisor to respond (to the claims by owner/guest and how to process deposits/refunds if applicable). I have been clear about what I have offered and provided as a host and more than willing to honor it. All have been documented via correspondences. The correspondence below was sent via Tripadvisor on behalf of this matter. Dear Omkar and Mohammed, I spoke with Mohammed briefly earlier today informing him that I called two days ago and sent an email to request for assistance as an owner via Tripadvisor. A correspondence was sent via the Help Link on the TripAdvisor website under post booking>need more help>contact us>send an email. These are the steps I followed to gain assistance in addressing this matter two days ago. I will need to be supported as host/owner. Mohammed did not support or address my concerns when I spoke with him earlier. There was a lot of clapping and cheering in the background as if there was an office party taking place. It was very difficult for us to hear each other and it was not an appropriate setting to address this matter. Mohammed asked if he could put me on a three-way call with Velma. I expressed that I needed to share my concerns with the Tripadvisor support team first before doing a three-way call with a guest. I asked if he could omit the background noise or transfer me to a supervisor to address my questions and concerns first; most importantly, conduct a call where we can her clearly.Mohammed attempted to put me on hold and search for a supervisor, yet the call dropped. Surprisingly he did not call me back. Along with my emailed request two days ago, I called back and spoke with Frank Miller who sent a request on my behalf for a customer support agent to call me back, and then Chris and lastly Catia. I've made numerous attempts to address and resolve this matter and seek TripAdvisor support. Catia provided me with assistance and made me aware of guidelines that apply to me and were supportive to me as an owner regarding this matter. I informed Catia of my concerns about the guest's exaggerations and systematic complaints. Due to Velma's actions, I also shared that I felt very uncomfortable with Velma calling my personal phone, sending personal emails and texts. It is safer to be precautious of such behavior. Catia shared that she would send an email to Velma on my behalf directing her to continue all communication through TripAdvisor. She also advised me to submit data in response to the claim and then the process would follow. I am still waiting for the next steps of the process for resolution. Velma began contacting me regarding my home two weeks before her arrival. In response, I reached out to Velma via phone, and welcoming messages and sent all of the information there is to know via email more than once as it is also posted on the site. Strangely, She had no inquiries or particular questions, however still insisting that I contact her. A. On check-in day, the reservation with Velma was alarming as she immediately began to gripe before check-in time and her arrival to my home about not having any information about my home. All necessary information is provided on Tripadvisor and I sent welcome memo that included the details about check-in, etc.. My address and phone number are provided via the Tripadvisor app along with the necessary details with the exception of the keyless door entry code, which is provided at the time of check-in. The door codes are changed per guest for security reasons. Velma was provided the entry code prior to check-in. I assumed that this would be the last of the challenges with Velma. B. Once Velma checked in, she expressed the need for more lighting. I responded sharing that : 1. I practice energy conservation and only use what is needed however guests are welcome to use the additional bulbs in the house. 2. Many guests prefer the lights not as bright since there are 4 bulbs shining at once per room. It not only gets very bright, but very hot with so many bulbs shining of over one's head. 3. The fan works. There is a black switch on the side of the fan. It was switched to off. I offered to come and attend to these matters as they were simple to resolve however Velma did not respond to my address. C. Velma further griped about the floors, counters and tables being sticky. This was not fact. Molly Maid and my additional cleaning service cleaned my house with spotless cleaning. The pictures I recently uploaded are dated and are a total reflection of my listing. They follow a checklist and procedure with their cleaning and then I do a walk through to ensure all are immaculate regarding cleanliness. I am key when it comes to cleaning and sanitation and I did the walk through myself. D. The appliances in my laundry room are fine. The top of my dryer is beginning to age cosmetically. E. the stove drip pans are brand new and have never been used, the ranges just needed to be pushed in since the maids took the ranges off to clean the stove top. F. The site reflects shared closet space and refrigerator space. This is my home and living space, not a separate rental. The closets are a nice size and a suitcase is stored in the back of each closet. G. Pantry and refrigerators are made to store perishable and non-perishable items. The majority of refrigerator space was provided to Velma. I always leave the top of the freezer free for guests as I use the bottom shelf. Unless reservations are long-term. Again, I live in this space. H. Eco-conservation is practice in multiple ways on the premises. I do not always provide paper towels. This is not mandatory. Moreover, I go above and beyond by providing cloth dinner napkins. The napkins I provided were not only of etiquette but were brand new as well. They were placed directly on the counter. Enough to last a week's span. Extra ones were on top of the refrigerator. I. My 4th great grandmother's antique rocker's leg is patched but fine. J. I apologize for this and this claim is accurate rom a weather storm incident. The door is double paned. An outside door pane and leather has been specially ordered to be replaced and this is reflected on all of my rental sites about this listing. This has not effected or bothered others and have only received compliments about the listing.The living room sectional has been met to customer satisfaction up to date. Yes small areas of the leather is scheduled to be treated as leather ages. K. The blinds were not broken before her arrival. The blinds are only cut fit to the door knobs. L. I do not live in the state of Maryland. I am not obligated to have or provide a carbon monoxide detector. Tripadvisor, Airbnb and HomeAway do not mandate this. I have working smoke detectors throughout the house upstairs and downstairs. One has been removed. M. The outside of my home may have insects and birds flying around it, because it is outdoors. I do not kill living things. The spider is welcome to make a web outside the house and the bird is welcome to make a nest outside. This earth is a shared space for all living things. N. Velma exaggerated extensively. There are no 6 lane roads on Ivan Allen Drive towards the Georgia Aquarium. There are 2 lanes going towards the Aquarium. As a resident, I have no control over the downtown traffic and how it effects a pedestrian walk. There is a new bridge with a sidewalk for visitors to walk to the attractions. It's been quite useful to guests and frequently used by tourists. This was newly built specifically for parking at the Yellow and Blue lots which are perpendicular to my street and walking to the attractions. The trolley also circulates the area and picks up at the corner on N. side Drive. Google maps accurately reflects the listing's proximity to the downtown area. O. The white king bedspread is damaged. Velma soaked it in Clorox yet this effected the texture and in some spots disoriented the material. The stains did not come out. The replacement cost will be applied towards the damage deposit. I have the receipt. P. Velma expressed continuously how she was not pleased. Velma was offered to leave with a full refund within the time restrictions offered if she was not satisfied. She declined. If it was to her description then why didn't she call TripAdvisor within 24 hours or even on day two? The above listed are clearly exaggerations and fabrications from Velma about the listing. She is my VERY FIRST to complain. My home stays booked as it's comfortable, easily accessible and in close proximity to attractions. My recent reviews on Airbnb, HomeAway and more even after Velma's stay confirms my level of service and the adequacy of my listing. Velma's actions are suspicious and come off as a threat, someone with a pre-meditated agenda and motive before checking in to get a free or discounted stay. Who comes in looking for a carbon monoxide detector? Harassment is unacceptable and has been part of the dialog from the very start. Her complaints are questionable and impractical. Her disruptions cost me time and energy and effect others who want to reserve the listing. She left after 10:00PM. I was right next door at the other listing waiting for her departure. She did not leave at the time she texted she checked out. We were two hours from another day starting. This is not fair or respectable to me as an owner. 1. Velma did not allow me to address her minor concerns after offering to do so. 2. Velma did not accept my initial offer as a courtesy and guidelines for a full refund. 3. Velma did not call Tripadvisor within 24 hours to express any of these concerns. 4. My TripAdvisor refund policy is Super Strict and I am not obligated to refund Velma. However, I attempted to do so. 5. I am willing to adjust the rate at the half day rate for her total reservation just as I reflected in our correspondence. 6. Velma chose to leave on those basis. However if she continues to manipulate information about my house with dishonesty I may reconsider the offer. 7. I have attached the screen shots of our correspondence, photos of damaged bed spread, photos of receipt of replaced bedspread, pictures of cloth napkins throughout the kitchen below. The photos on Tripadvisor are very accurate and the additions are recent within a week's span. My home is safe and I take great pride in it. Kindly, Shauna