Réponse de L.A. & Martin :
We bent over backwards with so much extra effort to much sure this guest had complete/thorough directions (even though our very thorough check-in info we provide was missing due to the site's on-going tech problems) and was totally dialed in and informed, including distance from town, which is covered thoroughly, so she knew what to expect and so she could/would have a great time. We provided so much communication, checking in once she arrived, which she did so easily (because we put so much extra effort into it to make sure she would) to make sure everything was okay throughout the stay, to then end up with really bad ratings which she left us?? Not cool, not fair, especially when she walked off with our towels, 2 of them new, which ended up not being returned, as promised and as we instructed. In fairness and to her credit, she did contact us to say that she had walked off with our towels and did acknowledge it and seemed to attempt to return them, but, again, the undeserved bad star ratings with how clear we are regarding our location and what we offer was totally bad form. I myself travel often as a guest and even if things are not "resort style perfect," which is not what I pay for when I travel or what she paid me for to stay at my listing, I am a reasonable and considerate guest so as to not effect my host's listing/business by/with a very low star rating. Bad form. Pay resort prices or shut up. Actually, this guest did receive resort-style treatment and consideration from us which she did not pay for AND she walked away with our towels. Enough said. Airbnb is about mutual consideration, respect and common sense. It's a community and everyone should act like it is.