Gosh this is the first time we have ever had a complaint about cleanliness!
I personally saw the apartment before the guests arrived and it was spotless - our professional cleaner did a great job as always.
I also find the comment about the furniture and decor just plain spiteful - the only blemish on the flat is a small tear in the lovely red 60's vinyl sofa which is very difficult to fix.
Apart from that I guess it's just a matter of taste - this is an 18th century building and the flat is not soul-less and ultra-modern - that lived-in quaintness is a very important part of it's charm and the decor has been described as 'shabby chic' which I like very much - if people don't like that style then why book it?!!
This person was not very friendly and seemed to be annoyed that the keys weren't available even though they arrived one hour earlier than the agreed time.
Very disappointed - we have always had very good feedback and cordial relations with our guests.