Because we were not in town during this stay it is hard to comment exactly on the condition. We used the same cleaner and check in person for all of the stays and we had all positive feedback. Marco was there waiting for them and in the next apartment taking care of things while waiting but they didn't ring the bell for him to know they were there. They all appeared to be happy on arrivial and no problems when Marco was there.
Both Marco and I checked with them several times to see if they needed anything or had concerns and they would not tell us the issues.
This apartment is our personal home. But all personal items are removed other than books, games, cooking items and things that our guests can use. We leave half of the closet for our guests to use. Other than that, we don't have personal things out.
We are sad to hear that these guests were not happy because we do our best to make sure our guests feel at home and are comfortable in our place, but it is imposible to take care of concerns if the guests don't communicate with us.
We use clean and unstained sheets for our guests and the towels are large white towels.
All I can say is that the cleaner may have confused some of the old ones because we were not there. I really can't say, but in the future this will never happen.
I guess 1 unhappy guest out of 99 is not too bad. I hope they have better experiences somewhere else. :)