I am simply heartsick over this negative review from a couple who assured me more than once that they had all they needed to be comfortable & that everything was working as it should . Since they were staying for three full weeks at a weekly rate I even allowed them to use my laundry room which is not ordinary protocol. I so wish they had expressed their dissatisfaction while they were here! Unfortunately there was a major miscommunication over the rate for their stay & I have to take responsibility and sustain a significant loss because I did not handle their balance payment ( for a significant upgrade in facilities ) directly with airbnb. We assured each other that we would make this correction in advance so they would not be charged twice and airbnb very reluctantly switched over the reservation to the higher priced property without charging the balance that would have been due ~ all of this said, I am the one who lost out financially and what was most disappointing was the very terse rude hand written note left when we were agreed to communicate before their departure. They even made specific arrangements to call me with any questions by text. Such an unfortunate ending . My review for them was considerate and polite and professional I might add. Fortunately this is not the usual encounter I have with hosting guests since 1983 ! And the majority of my reviews do support my willingness to make sure everyone has the most comfortable stay they possibly can!