Unfortunately, we experienced a challenging interaction with this guest, which stemmed from her distress over a family member's hospitalization. During her stay, she expressed her frustration in a loud and aggressive manner, which we do not tolerate. The washing machine in the unit is fully operational; however, the guest mistakenly placed soap in the fabric softener compartment, which caused a blockage. The unit itself is newly renovated, and we have addressed the maintenance of the plumbing fixtures. Additionally, we have received no complaints regarding the cleanliness of the linens. Regarding communication, the guest initially utilized our WhatsApp service effectively but did not continue to do so for subsequent issues. We responded promptly to her requests and, the following day, she apologized for her behavior, acknowledging the stress caused by her brother's situation and the traffic delays due to inclement weather. We also confirmed the presence of the hair dryer and addressed the issue of debris entering the unit, which is a result of recent high winds. While we strive to maintain the cleanliness of the property, we may need to implement a fee for additional cleaning visits. We take aggressive behavior very seriously and have made it clear that if this conduct continues, we will have no choice but to ask the guest to leave or involve security. As an alternative, we offered her the option of a refund and assistance in finding other accommodation. It is worth noting that the accommodation was offered at a 30% discount, and we believe this may have led to an expectation of higher service standards than typical for a self-catering unit. Given the circumstances, we will not be able to accommodate this guest in the future due to her behavior.

Good day, we did reply to you and you accepted our sincere apology wholeheartedly in your reply. However, I can confirm in your photo it shows a mark under the toilet seat that, after you said you cleaned, is still there. The other photo is in the cupboard under the sink that shows some chip wood granules. I confirm the unit was cleaned and you did not alert us to this when you arrived. You only asked about the unit number and code which was given to you by the booking agent. We also confirm the unit is newly renovated, as for the toaster we can confirm the coast does affect them.