We appreciate all comments and suggestions to help us improve our guest's experience. While we prefer guests with positive reviews, we often allow those with none the benefit of the doubt to book with us. We have hardwood flooring and expect guests not to wear shoes inside the home, although on occasion we find dirt and sand being dragged in by those who don’t adhere to the house rules. I do have posted on my listing that indoor slippers are recommended.
Carol did complain of a dirty bathroom; this is a shared bathroom—granted, she was the only guest using it at the time. I had the bathroom cleaned personally upon her request. A guest checked in to the adjacent room sharing the same bathroom shortly thereafter.
There was an inconvenience on Carol's last night due to an alteration request from another guest, so the PIN code for the door was mistakenly changed. We graciously offered a refund for the night, plus a little extra for the inconvenience. However, Carol took advantage of the situation and booked an ocean-front resort with her friend and requested that we pay for it. We refunded what was fair and just.