First of all, I'm very surprised to get a comment like that after 3 years renting my appartement on Airbnb and have 5* Reviews. Every mistake is human and can happen at anytime even when you do your best, but in this case
let me clarify it point by point, as I feel it doesn't reflect really the reality.
About Cleanliness, for me as Host & as Guest, this point is the most important thing. I give a huge importance that my place need to be in a perfect condition, and it's what I'm doing. Everything is cleaned before and after the guests arrive. Everything is double checked. I never had any complaints about that, even more if you read most of the comments , they say that my appartement is absolutely perfectly clean. Every dishes, cutlery, utensils are checked and cleaned. Maybe it could happen that you can have some marks from the dishwasher and we didn't see it, but I'm not sure how it can be "DIRTY". And If it really was, it was easy to send me a text right away. James only wrote me he didn't find the cutlery, I explained him, and after nothin else.
So, Let's talk about this "Hot Water" 's story!
James and his 2 friends, 3 people in total, Checked in on April 2nd. On April 4th night, James sent me a text that is has no hot water. I was surprised and I asked him to check the Boiler, everything looks OK, but no hot water. I called right away my plomber at 8PM. He told me he is gonna call James and check the details with (Website hidden by Airbnb) what he did but James never picked up the call and never reached him back! My plomber thought the same thing than me. It's an independant Boiler, so if you are 3 people taking Baths and long showers, it needs some times to warm it up again, and it works only the night, but there is a setting you can use urgently to make it work during the day, and get back to hot water in 2 hours. James told me they didn't take any baths and long showers, and that's a lie. They took some baths , we found some piece of soap in the bathtub. But you can definitely take Bath! You are very welcome to do it! BUT as Independent Boiler, if you take 3 Baths and 3 long showers the same day, the hot water goes away for some hours. BUT It needs to be very long! Trust me I already host 4 guests during very hot summer, taking several showers the same day and I live myself in this appartement and had friends staying there, we were 4/5 people taking showers and It never happened!
I gave him this fact, he was scared to not being able to get showers the morning after. And I assured him It will. And it's what happened, they took showers the morning with Hot water. I said to James, if you have any issues tomorrow morning please contact me or call directly my plomber! He never came back to me and opened my what's message the night after. So that's means they took shower. To be CLEAR, , James and his 2 friends took showers and baths everyday, they had issues with hot water when they came back home the night. But they never stayed without taking showers! So "unable to take showers" is absolutely another lie. And I can guarantee that it can happen only if you use hot water for a very very long time. And the day after, same thing, they didn't have hot water the night for the same reasons. But he never get back to me on time. Anyway I never experienced any issues with it, in 10 years I own this place. I can understand they like long baths and long showers in my comfortable bathroom but I couldn't anticipate the fact they spend hours under the hot waters. It's not a SPA, it's a Bathroom with an independant boiler. And if James was more communicative he could fix it in 5 sec and speed up the process.
Another big mistake when he talks about the "Dishwasher". FYI the dishwasher is absolutely not linked with the boiler! a dishwasher is linked with the only 1 cold water pipe from the city. When he says they were unable to start the dishwasher because they didn't have hot water, it's a real big lie.
Finally, James asked me to have a late check out, I said yes for sure, as I didn't have any guests right after. And Yes, in the same time, I offer him to stay 1 more night if they wanted, the place was not booked, and to compensate the fact they told me they didn't have hot water the last 2 nights, even if I knew it was because of their long Baths/showers, and it was just a question of few hours to comeback, and never pick up my plomber's call.
I'm wondering why I would offer to stay 1 more night if the appartement had an issue with hot water??? And why in his comment he said ".... but unfortunately we had pre-booked our return flight home" So that's means they had to leave because they already booked the flights ( I can totally understand ) , but so it was not because there is no "hot water"?? If they could change their flight they would stay? even without hot water??
Everything can happen, and I'm always here to give the best experience to my guests, and I will find a solution for everything when we can have an open communication.
That's why I have a hard time to understand the purpose of this comment, very far from the reality but I can definitely excuse a lack of maturity and some difficulties to assume its acts when you are in your early 20's.