Réponse de Christopher :
It's always frustrating when people are deceptive for money, but an unfortunate fact of life and goes to show what type of person and guest she is under the veneer of privilege and fake "niceness". Not the first time she has done this if you read her reviews and I wish I had instead of allowing instant booking.
It seems the cleaning service missed a piece of trash from the previous guest in the bedroom (probably hidden under the bed), but since she couldn't provide proof, I can only take her at her word. This is not the normal condition after my cleaning service, so I apologized and offered to help better the situation for her.
I did not "want her to cancel", I offered to refund the first night stay (and second since she waited until the second night to demand a cleaning fee refund) if the place was unacceptable, which is what I am supposed to do per AirBnB policy.
She declined and said she was going to file a complaint for the cleaning fee refund and still stay at my place and made a reference to me worrying about a bad rating, that I took as a threat if she didn't get her way. I am sure she wanted to still stay because you can't find a cheaper place in a good area of NYC and she knew it. She also arrived at midnight, and wanted me to let her have a late checkout very far into the following day (and also requested a hair dryer, multiple towels, asking a lot of questions about key pickup and amenities which are all already mentioned in the listing, etc.). I even gave her a break on my usual, already low rate!
The only issue she mentioned as reason for demanding a cleaning fee refund was that there were "no hangers or space for her clothes", except there are spare hangers, there is some space, but in the listing it does says my belongings will still be there, and so it isn't an empty room. What this has to do with a cleaning fee, I don't know.
Given this was in the listing, and mentioned as a reason why I keep the price incredibly low for NYC, led me to believe that perhaps my place isn't right for this type of fussy, entitled privileged person who is used to complaining to get free things, whether true or not. Especially if she is going to mention bad ratings as a subtle threat.
As for the other "issues" she is mentioning for the first time now, it is obvious she is making up false accusations and exaggerations after AirBnB denied her request for a cleaning fee refund from me, anticipating what I might say about her conduct as a guest. But let me address it.
The couch, some kitchen towels, nearly everything in the apartment is vintage, meaning collector items from 50 years or more. The apartment itself is coming up on 150 years old. Some things are worn, faded, or discolored from time, but nothing is "dirty" and to say so is disingenuous and indicative of a typical "everything must be brand new" American mentality. The bathroom and kitchen is particularly clean, and although the bathroom is small and there isn't much space for multiple makeup bags on the counter...because, shocker, it is a NYC apartment!...there is enough for a small toiletries case.
I make the price very, very low for a one bedroom apartment in trendy Williamsburg because I know there are a few minor inconveniences and the place is old. It says it all in the listing. It's an incredible bargain and beautiful space, but if you are looking for an empty luxury condo that people run an illegal hotel out of and are obsessed with everything being brand new, please, please stay somewhere else and let people without as much money for travel enjoy my home and my wonderful city. That is what the AirBnB community is about, Kate.