It is not as Mrs Tate writes: Up til now every guest knew how to use the really hot shower (the hot water is compulsory here and has the same hot in the sink as in the shower) and nobody complaint about the beds in this room - neither about the mattresses nor the size of the second bed, which is a normal folding bed (which the guests knew about before) and has a normal folding beds size for an adult. The only people who complained were Mrs Tate and her girlfriend. At every time the guests could get in contact with me - they had the airbnb-mail, the normal mail, the mobile no. and the landline no. - but they did not try to get in contact with me or Airbnb about their complaining which is prooved by the telephone company. It was forbidden to the guests to enter any other room than the rented one. And if one other room which they did not rent, is not cluttered because guests had just left, that is not the subject of Mrs Tate and her girlfriend. They themselves left all their many cosmetic items laying around in the shared bathroom and still left some things laying around although I had asked them to tidy up so that other guests are not disturbed by the things of Mrs Tate and her girlfriend. - Always I had to contact them to get a reaction. - The rented room is described as a very bright one - so Mrs Tate and her girlfriend should not complain about the shutters - these are normal shutters and I tried to show them how to use the shutters but they did not want to be shown. The door of the balcony is NOT broken - it is a normal European balcony door with different possibilities to be used. As well as the other things the guests did not really listen how to use the balcony door. The balcony is not rented by the guests and it is not true that the balcony had been messy (it is in restoration which the guests knew). From the beginning they payed a really low price for the accomodation - only € 91,22 per night inclusive VAT; Airbnb tells that the average price at this time for 2 persons in Ottobrunn would have been € 188,00 per night. After the first night Mrs Tate and her girlfriend wanted to get back all the money they payed. But, amongst others with the very good support of Airbnb, they did not achieve that. - I think that now the guests have seen and learned what is asked from guests.