Disingenuous, misrepresenting, uninformed re locale history (seems didn't read description (Website hidden by Airbnb) We apologized ahead of time for TEMPORARY water-pump problem (NOW REPAIRED) that only required guest to pull out plug from wall & put back in again (15-second task). Issue arose just before her Christmas-week stay. We were upfront BEFORE guest’s arrival re difficulty of getting plumber during period. Sent her instructions & photos AHEAD OF TIME on how to easily resolve, in seconds. Representing as surprise, ongoing, general problem is disingenuous. Apologized at the time, but again, we apologize for inconvenient few seconds it took to reset pump (Website hidden by Airbnb) Account indicates guest’s internet usage averaged 5 hrs/day (typical for our guests) across random times, but service blocks questionable sites/downloads. We don’t know what guest was unable to access (Website hidden by Airbnb) Property is former animal & hay barn. Characteristic, compulsorily-retained historic brickwork, described clearly in listing, is on side of building where sun comes around, in no way diminishes daylight, creates tessellated valley view & sunlight pattern on terracotta floor. High bedroom window, for which safe foldaway 3-step ladder provided, is remnant of former historic structure – can’t be altered. We’re sorry charming, historic features not appreciated by guest.
2 large towels + 2 smaller towels in bathroom = 4. Previous couples renting listing haven’t complained re number of towels. If were to send cleaners in every day of guests’ stay to change towels, wld have to raise prices. Yes, unlike in many properties, there’s a washing machine - no extra charge to use it. Towels all bought within last 2 yrs, washed professionally. Spotless, not worn. Design perhaps not to all guests’ modern tastes. We’ve tried to match hues to bathroom décor. For bleached white towels, hotel more suitable.
29 message exchanges before this guest made booking, during which used 3 differently named accounts, went back & forth between our different listings - confusing how many/what listing requests we were dealing with; asked redundant & misdirected questions - indicating had neither read listings’ descriptions, nor understood difference between AirBnB verification procedures (not handled by hosts) & host-provided information.
This is a modest, rustic operation, bound by local historic preservation ordinances & subject to geographical characteristics of surrounding rural environment - exactly what most of our guests looking for & charmed by - not full-service modern tourist resort with up-market décor & high-tech amenities. We’re sorry this guest’s requirements weren’t a good fit, & that they had no tolerance for minor, temporary inconvenience for which we apologized from outset, & gave them advanced notification & necessary information to resolve quickly & easily.