Mark’s review does not capture the state of our guesthouse which can be confirmed by the positive reviews of our previous guests. He arrived later than he had informed us - thereby we were not able to communicate optimally - and due to late arrival didn’t find his way to the three parking lots that are available for free just 150-200 meters from our house. Also, he did not reach out to ask us . Thereby, preventing us to give him support regarding complaints he had. Pictures posted about our listing show in great detail the size and the features of our guesthouse. Even the steep stair is given open disclosure here. The size of the guesthouse is not exaggerated anywhere in our descriptions and all that is in there is portrayed properly. On the loft there is the bedroom including two regular sized beds that have been brought up there. Consequently, there is no problem to carry a bag up there. The guesthouse receives new linen and fresh towels prior to each new guest. Complaining that these were not clean is simply not true. The reason Mark gives us this bad review is that he wanted to avoid Airbnb’s rules of moderate cancellation policy that we have adopted. That is, he cancelled after one night, slept another night and moved at Friday noon. Still, he wants all his booking fee back although moderate cancellation policy clearly states only half of remaining nights fees are refunded. https://www.airbnb.com/home/cancellation_policies#moderate
And, sad to say, although we did meet his requests for receiving more of the booking fee back - he still is not satisfied.
Hot water has never been an issue. We have had students living there for many months and no one has complained.
Yesterday we received the second phone call from Airbnb telling us that Mark has been calling them over and over again about the money issue. When he realized we would not break the cancellation policy more than we have, after 6 days he decided to post this negative review. We suggest Mark only book hotel in the future.