It has taken me a little while to respond to this feedback, but I will now respond to the wild exaggerations and distortions in this review in turn:
1) "Rob's house is really decayed and deteriorated." The house is not decayed and deteriorated. You can see this from the pictures on our profile and it looks like these pictures. It isn't 100% completed in terms of what we would like to do with it, but what house is?
2) There is not much I can do about the length of my street!
3) The street is not isolated - it is 100 yards from local shops and other amenities, including the Thali restaurant, Stapleton Road train station and Stapleton Road shops and bus stops. It's in the inner city, so isolated is the opposite of what it is! I think he may mean "secluded" (we're on a cul-de-sac), which in our eyes is a bonus.
4) "The hygiene in the house is completely absent". This is untrue, we clean the house before/after every AirBNB guest who arrives.
5) "The kitchen is so so dirty we even thought the house was abandoned." Firstly, this is not the case, the kitchen is cleaned daily when we wash up and tidy plates away. Secondly, this is incredibly rude.
6) "Also the outside was so messy and dirty." At present, we have neighbours who are renovating their house which means they have a lot of rubbish piled up, but this doesn't affect guests' movement. There's nothing I can do about this. You aren't paying for the street, you are paying for the room/house.
7) "Even one could not touch the sink nor the microwave." This is untrue, the sink and microwave are perfectly fine to use.
8) "We couldn't have breakfast there and we wonder how they can." This makes it sound like the kitchen is big enough for eating in - it isn't. On the general point - it's fairly easy to make food in the kitchen, as it's clean and has a microwave, hob and oven.
9) "The house doesn't have adapter for phone charge". This isn't listed on our profile, and I don't think it's generally provided by AirBNB hosts.
10) "The room was disgusting." It really isn't. It's a normal, if small, bedroom with a window to the outside, clean carpets and walls and desk space to work if that's necessary.
11) "The bed sheets were so smelly." Freshly laundered and put on the day of arrival, yes. Or do you mean "bad smelly"? Because they weren't.
12) "The moquette was very dirty". It wasn't, we had vacuumed the room prior to guest check-in.
13) "We found a terribly huge spider..." There's a not a lot we can do to stop spiders entering our house. England is a rainy country and the spider is a native species. Short of keeping all doors and windows shut at all times (something this review goes on to complain about), how do we stop spiders appearing?
14) "We couldn't open the window, maybe because of the dirt (spider nets) so the room was entirely smelly." The window is easy to open, you just push it upwards. If this was a difficulty, it was easy enough to ask for help at a sociable hour or through AirBNB messaging. The room is not smelly, but it does need air as it is a small room and could become stuffy if you keep all windows and doors shut in the summer.
15) "The mirror in the room was thrown on the carpet and so hugely dusty I couldn't reflect in it." Thrown? I'm not sure what this means, it is standing on the carpet, it wasn't thrown there. There was a bit of dust on this mirror, this may be one of the only valid points made. We have since cleaned the mirror and it looks fine.
16) "There was a corridor leading to the bathroom which was trembling and decaying." I think what is meant is that it has a few squeaky floorboards. We are soon to carpet this corridor, but this is hardly the terrifying ordeal this review makes it out to be!
17) "The bathroom was shared but so so dirty we were shocked." It wasn't dirty, it was cleaned ahead of the guest's arrival.
18) "During the night we had to kill slugs everywhere (actually killed 4). It was so terrible we couldn't even sleep." It is unclear where these "slugs" were, but they must have been pretty noisy to make it impossible to sleep.
19) "We regret to write these things, we even wanted to delete the reservation at first, but would have been too late to find another place. We are really sorry to write these things. We don't have anything against Rob at all." You clearly do have something against us if you write such wild distortions and expect us just to nod our head and say "yes, sure, how terrible". The house is not a palacial mansion, it is a basic house and we do our absolutely best to keep it clean and tidy for guests.
20) "They are paid after all, a lot o a few, But still paired. And with Rob's reservation we were asked a plus of 12£ for the cleaning: where did they go? Not even 1£ for the cleaning I guess." The cleaning fee goes to the time it takes me (2 hours, usually) to clean the house from top to bottom after each guest leaves. That's about £6 an hour, so below living wage. This is completely justified. We also have to launder sheets and towels, which adds to our electricity and water bills, although only minimally. We have one of the lowest prices per night of any property in Bristol. We could charge more but want to keep staying in Bristol for guests affordable, because we love the city and want people on lower budgets to visit it. We could easily rent our room out to a tenant, but we like meeting people from different parts of the world.
Our house and the room guests stay in are cheap to book, which means that guests should not expect the Ritz Carlton hotel, they should expect a standard bedroom, privacy, space to move around, internet access, a bathroom that allows them to wash and shower, and a bed to sleep in. We provide this, and you can see below the other reviews of the house which show more accurately what to expect of the house. This review, however, is so exaggerated and contains so many distortions that we felt we had to respond in full to each point made.
We would also like to point out that Francesco and his friend disturbed us after 10pm at night, which is explicitly against the house rules, to ask about a phone charger. (We chose not to point this out in feedback as it is such a minor thing and we didn't really care, we'd rather our guests had what they need if we can help.) It simply is not our responsibility to provide guests with these items, they clearly are not listed on our profile as provided and suggesting that we need to provide them is ridiculous.
We are sorry that this has become personal. We kept in good contact with Francesco before his arrival and asked him to ask questions or contact us with any problems while he is staying with us, but unfortunately he has chosen to write a distorted and exaggerated review of what our house is like rather than talking to us during the time he was here with us to iron out any difficulties.
AirBNB host, Bristol