Dear Holly, I stand by our work in maintaining our home in great shape. We genuinely care about our guests concerns and listen to their feedback. During your stay with us, our housekeeper and I did our best to make you feel at home, answer every question in a friendly manner, address any concern, remotely and in-person. This is probably why our guests love us back. They know and recognize how we are invested in their well-being, even if there's an issue. Why would you call our home a fraternity house and describe it as a dump? It's not true. I see that we didn't live up to your expectations, but yes, after 7 years, our floors aren't immaculate. You may find marks on the walls here and there, although we paint every year. If the previous guests leave stains in the carpet when we have a same day turnover, our only alternative is to dispatch a carpet cleaner during the next guests stay - like we offered you. Since you refused, I refunded your cleaning fee. We make our livelihood out of renting this home, and I can't let you call the price for your stay because you are upset with the neighbor's home being tented. Oh, you forgot to mention that!