We make every effort to have our house cleaned to perfection before guests arrive. Unfortunately, the previous guests checked out late and the property required some extra-cleaning. The cleaning staff needed an extra hour to finish cleaning but Ivana insisted they leave immediately. A few days later, Ivana reported a minor drip and I wanted to send a repair person over to fix it immediately, but she said that she would not be home and did not want anyone in the house without her being present. I tried to make arrangements for the repairman to come in at her convenience, but she said it wasn't that bad and it could wait until her departure. Ivana also reported the air conditioning wasn't working. My smart-thermostat can be controlled by my phone and it showed that it was working fine but she manually messed up the settings. I was able to re-program the air conditioning from my phone and it has been working fine ever since. I appreciate that she admitted that her 3-year old daughter caused the damage to our new sofa, but we had another guest arriving the day she left and did not have time to get 3 estimates. We did get someone in that has done work for us in the past and was willing to give a discounted rate. Her complaint came in after I asked her to pay the $150 leather restoration cost. In closing, based on our 5-star rating and many wonderful guest reviews -- i think most people will realize that this person is trying to get retribution because we asked for payment on the damages. I think I've been extremely fair because i did not ask her to pay the extra cleaning fees, damage to the curtain or replacement of linens.