The most important thing is the guest experience and I am sorry this fell short in this case; however it’s important to make sure the information is also correct. The cottage was missing a top sheet for the sofa bed so I had a full set delivered the same day as requested, not the next as stated here. Yet the guest was unhappy as she felt they were polyester. I would have happily provided whatever fabric she requested, but as these matched the other set they were using on the main bed I assumed they were ok… and they are #1 on Amazon, made of “Double Brushed Microfibers and are softer and more breathable then Egyptian Cotton.” I don’t use cheap anything and cater to broad needs by including such things as natural soaps, Bose speakers, phone chargers, an iron, hair dryer, full kitchen, organic pest control and many other features that have been requested by previous guests- feedback and ideas are always appreciated and really help improve the guest experience. I do provide a washer, dryer and detergent for guests, which can be really useful, however there were in fact spare towels available and backup soap in the bathroom, she never asked so I couldn’t point in the right direction/cupboard. Nonetheless, given the missing sheet and the AC (I had the cleaner and a technician come out and check and they confirmed it was working fine, and the following guests have had no issues) I happily offered a full refund of the cleaning fee as Trista initially requested due to this and the dust and webs she noted in one cupboard where the spare bedding was kept- not all over the apartment as she ended up stating here. However after check out Trista presented me with a list of 17 complaints in total and wanted half the funds returned in addition to the cleaning fee. When I declined within 45 minutes I received this review that changed the nature of the issues as she had initially stated them and added others that were either superfluous or not correct.
I think it’s important as hosts to take a hit on a review rather than sit under the “refund or I’ll leave you a bad review” approach as far as the integrity of the system and platform is concerned. I hadn't come across such issues in 1.5 years of hosting and have a 100% same day response rate- so the data is what it is. I am not sure what happened, and it was an unfortunate experience. I do sincerely wish the guest had experienced nothing but delight. I did order bedside tables, and appreciate the suggestion.