Response from Paul:
Lusi's review of us is nothing more than a retaliatory response. The issue was certainly not rolls of toilet paper (Holly asked for an extra roll, not one per day, nor pillows. Moreover, Lusi's review does not address the very serious concerns expressed in the review about the quality room, including the fact that the bathroom window opens to a garage occupied by a car, potentially exposing guests to dangerous fumes. Lusi was not there when Holly checked in but her husband was (so was my 25 year-old son, who is a regular AirBnb user) and when Holly said that the room was unsatisfactory, her husband asked Holly to leave the key on a dresser and said that he was sure Lusi would work out an accommodation on a refund with her. He never said a word to Holly about cancelling. Lusi refused even a partial refund for the day the room was unused - kudos to AirBnb for giving us the 50% refund we asked for.