Bob and Karen were very unlucky. The guest before were 4 people instead of 2 and they left the flat very late, and very dirty. There also was a problem with the vacuum cleaner that had been left unplugged and discharged. I already bought another one. The washer dryer is brand new and I did not know exactly how to use it, that's why it was not finished when you arrive, I am sorry about that. We usually check if there is toilet paper, and I am sorry if we forgot this time. As for coffee, you may also have used the Nespresso machine :-). For the mouse, I found a hole in the wall, and I mouthed it as soon as you told me.
And for the "towel rule", you may use as much towels as you want as soon as you only leave one set per person dirty at the check out, in order to be able to clean everything before the next guest arrives.
I am really sorry about the issues you had and now had fixed every problem you pointed out. Thanks for your comments and the positive aspects you found in spite of your disappointments.