I am quite surprised at this review, since we only spoke once during their entire stay! Communication was through text messaging or one note left on the counter when I brought in new towels for exchange to launder. Yes, I was expecting their arrival to be at 6pm. I am still working and took this opportunity to take a much-needed nap. I was in a VERY DEEP SLEEP when they arrived, and do not know of many people who are "bright-eyed" and instantly alert immediately upon awakening! Still groggy, I asked them to wait in the yard (on lawn chairs ) while I puIled myself together. When showing the apartment, I may have repeated myself about not wearing shoes while pointing out the shoe shelves right outside their front door. I hardly call that "going-on" but I am sorry if that was offensive.
This is not a hotel, but a personal residence set aside for Airbnb rental. I have a limited supply of towels, hangers, dinnerware, etc. that I have set aside exclusively for Airbnb usage. When these items are missing or damaged, it means I have to replace them for my next guests, so I do keep track. I also have the House Rules and Special Notes posted clearly in framed signs in the kitchen. There it states the QUIET HOURS as 11pm to 7am along with the passcode for the internet.
I am truly sorry that my space did not meet Joy and her family's expectations. I do believe that she did not read the entire listing thoroughly before booking. Breakfast is never mentioned, only snacks provided. Perhaps this is an area where Airbnb is responsible since any mention of food immediately translates as "breakfast."
Booking a basement studio apartment and expecting a penthouse is simply looking for things to be unhappy about. I would have gladly helped them find other accommodations if they were truly dissatisfied at any point of their stay.