Thanks for the feedback Jeremy. I've reflected the comments to the cleaner I hired and will make sure future guests won't have a similar issue. I've also bought a dozen of new towels and linens for future guests.
Very disappointed to see dishonest guests leaving these comments. Based on the reviews I've read on Marc and Fay's profile I only accepted their reservation request under the assumption they were just like other nice guests I've had but I guess there are always outliers in this system.
Truth is Marc and Fay could've reached out to me upon checking-in with all their possible issues and complains but they didn't. Had they done it, I'd have sent another cleaner to resolve all issues so it really frustrates me to see bad behavior these guests. Guests according to Airbnb policy can also request last minute accommodation changes and for whatever reason, these guests didn't do so either.
Whether they were having a bad day, or were trying to extort refunds or travel credits from the Airbnb system is beyond me. For other guests' future references, if anything does not live up to your satisfaction, I'm always available for help.