I’m sad and disappointed to read this rather negative review.
I’m glad that at least your first sentence recognises that I’ve tried my very best to make your stay a pleasant one.
I just wanted to clarify a few facts of this review for my future guests.
I was more than happy to provide you with NEW towels. Ahead of your booking I asked you whether there were any essentials you needed – you did not mention the need for towels. The reason I don’t provide towels by default is quite simply a hygiene issue. My view, as well as a view shared by a number of my previous guests, is that towels can be quite a personal item, coming into contact with skin and other intimate areas. I simply do not have the appropriate sterilisation equipment that most hotels possess to be able to provide recycled towels for guests. I would rather provide you with new towels had you needed them, than provide you with recycled towels which had only been through a normal washing machine.
Unfortunately your stay coincided with a period where ChangAn street was undergoing reconstruction, in which for approximately 20 days the entire building, was without hot running water. We were not given any notice about this, and therefore could not provide you with a prior notification regarding this issue. As you have already outlined in your review, I immediately provided you with a replacement solution. I apologise if it was not of the comfort level that you had expected in the listing, but unfortunately there was little else I could do in this sort of situation aside from offer my sincere apologies for something that was completely out of my control.
The Japanese style room does have a thin specialised mattress and tatami mat, which many guests enjoy. Some guests actually request the Japanese style room as they have back issues which means they can only sleep on relatively hard surfaces. As you are aware, I especially ordered an added-thickness mattress as soon as you notified me that you were having difficulty with the thin mattress. Not only did I order this mattress at extra cost to myself, I spent a whole day whilst I was at work, chasing the vendor who had promised a next day delivery of the mattress. I think it is safe to say I went above and beyond to address your issue here. Furthermore, we have had to remove the mattress since your stay due to more guests requiring the original thin specialised mattress and tatami mat. This is the reason we have two rooms, one with a normal style mattress and one which is Japanese style.
With regards to the “very limited” kitchenware, I feel this is an exaggeration and misrepresentation of the facts. I do not know what you expect to have in the kitchen, but we do have the following: Chinese wok, pan, knives, 8 bowls, several plates of different sizes, spoons, soup spoons, kettle, toaster, tea pots and tea cups, wine glasses and more.
In summary, I just feel the whole review is rather unfair and harsh. It also seems a bit contradictory, you admit that I was very nice and tried my best, yet you don’t seem to take any of that into account when surmising the issues – most of which seemed to be issues that had no relation to my air bnb but rather your own issues or issues that were beyond my control. You were unpleasant and angry over the phone when you contacted me about the mattress and now you have left a negative review which has been extremely upsetting to read.
I’m sorry you didn’t enjoy your stay, but I hope that in future you won’t misdirect your anger at people who have only treated you with love & care and who have tried their best to accommodate you