We feel these comments to be both undeserved, and inflated. What we find most regrettable is nowhere during this stay, was any communication made expressing any dissatisfaction, any issue, or reaching out for assistance. Regrettably for guests they started their stay with airline delayed luggage- which I might add we received on their behalf circa 12:30 in the morning, when they were asleep.
We have very detailed instructions on how to get to us - how to check in - and the importance of communication. We are a small air bnb and do not have a front desk manned 24/7. We left a key for this guest when we could not be there to greet them until later in the day - however they ignored this communication, and frankly all check in instructions. They did not call or message per check in instructions, and instead decided to arbitrarily approach neighbors.
Every room has a powerful air conditioner - in less than 10 mins they cool to 70 degrees. As for cleanliness - again we are an Air BNB not a full service hotel. Some guests do not understand this, and we find ourselves cleaning up after them during their stay - not just after. Only now reading these blindsiding comments, does this come out.
In closing, yes a bottle of wine was left in the fridge for this guest with a note, chilled. And if memory serves, guests did join us for a complimentary cocktail enjoyed with other guests and hosts on the first day. Apparently this was not good enough either. We are sorry that our Air BNB did not live up to this guest's expectations.