We are sorry to hear that Gilian's visit was not everything she expected. This seems mainly to have been due to her exaggerated idea of local prices. What she paid for accommodation in Hanoi or Danang, or even Siem Reap, is not very relevant. It is even less relevant to compare the price of a single hotel room with the price of a spacious (approx. 100 sq m plus two verandahs) house, with large garden and semi-private swimming pool.
Gilian's complaints mostly relate to things she would have been aware of if she had read our listing. But as she wrote us, "Yes, we didn’t look at the page closely enough."
In regard to taxis: A taxi from the airport into the city typically costs $20. The airport is north-west of the city, and our house is another 8-9 kilometres north-east of the city centre, so no taxi will go from the airport to our house for less than $25, and they will expect more if, as is likely, they have difficulty finding the house. We do not receive any of the payment for guests' transport. There is a driver in the neighbourhood who has his own car and takes guests from another AirBnB host to and from the airport for $35 in daytime or $50 at night. He has also driven some of our past guests but was unavailable when Gilian visited; we therefore asked our driver to meet her, using our car.
When asked before her visit, we gave Gilian the name of the largest scooter rental shop in Phnom Penh and suggested she contact it via the internet.
If Gilian had asked our housekeeper for a new bottle of water, she would have provided it. In any case, Gilian could have drunk the tap water, which is potable in Phnom Penh.
We have not found mosquitoes to be a major problem in our house, and we put electric insect repellents in Mango House; possibly the housekeeper neglected to replenish them.
We do not employ the woman who cooked for Gilian, but we have known her for many years as scrupulously honest. Her charge for food purchases is the cost of the food. Gilian doesn't tell us what the food was. She also doesn't tell us the name of the "nice restaurants" in Phnom Penh where she can buy a 5 or 6 course meal for $10 (for 2 people!?!); after 18 years in Phnom Penh, we have not found even one of them.