My housekeeper met with these guests almost daily, organizing rental motor bikes and tours. Never were any deficiences mentioned and guests said they were very happy. Had they requested with anything we would have responded. We always do.
The real problem was on their last day, they didn't want to check out. Since their bookng had only paid through to check out time that day, we told them if they wanted to stay an extra nght, they would need to pay for it. They initially agreed and said they would pay later that evening, but in the evening they refused to pay and demanded the extra night for free. When we insisted to be paid they became highly animated. We did refer them to the Airbnb booking which clearly stated the check out date and time and requested them to refer to Airbnb, but they didn't want to discuss with Airbnb either. I'm assuming they wrote a bad review to punish me becase they had to pay for the extra night.
At EUR 35 per night for a 95 square metre, 2 airconditioned bedroom, living and dining room apartment with new furniture and a 22 square metre private terrace, plus Netflix and free bicycle rental, my other guests tell me it is great value, so I'm sorry Pollyanna didn't feel the same