Immaculate Ground Floor 2 Bed Apartment In Gated Community With Pool

It is disputed that kitchen cupboards are filthy, this guests complaint to us on the phone about the kitchen was that other guests had left packaged food in kitchen cupboards that was untidy (she didn’t tell us it was filthy) as is normal in self catering accommodation some guests leave packaged items for others thinking they may be useful (dishwasher tablets/ketchup/children’s pool toys etc) this guest took issue with this saying it was untidy although she accepted they were all out of sight in cupboards. She contacted us 7 days into her stay and the language she used and persistence for a refund, then a 50% refund made us think she may complain regularly to reduce the cost of her holiday accommodation. At first we did give her an almost 20% refund of the cost of her stay as we were caught off guard as we don’t usually receive any complaints. She then continued to complain finding new issues at 12 and 13 days into her stay and then requesting a 50% refund for what she called her ‘holiday from hell’. Her other issues - and our responses; ‘The exterior bins were too far from the apartment‘ - When the bin at the property is full it can be emptied in the large waste bins just outside the development gates, this is normal in Spain. ‘There were no sun loungers round the pool’ - loungers are not pictured as being round the pool. The apartment provides loungers for the apartment garden which guests can take to the pool if they wish however she requested a refund of her holiday instead and a partial refund of £150 was agreed and accepted. ‘The barbecue had been left dirty’ - a barbecue is not listed as being provided, someone bought one and left it for others to use. We would invite guests who use this to leave it clean for other guests as the cleaner does not have time to clean a barbecue that we do not provide. ‘Cheap bedding and towels’ - they are typical high street stores bedding and towels, they are clean and good condition. They are not 5 star hotel Egyptian cotton sheets. New towels are purchased each year, older towels are left in case guests need to use multiple towels during their stay, guests can choose which to use. ‘Rubbish in bathroom drawer’ - on day 13 she said on the phone she found a toilet roll inner tube and tampax tube in a bathroom drawer. We would expect previous guests to use the bins provided in every bathroom and not put rubbish in drawers. We have now asked that the cleaner checks every bathroom drawer as this is a reasonable complaint, albeit found on day 13 when our guest was seemingly looking for complaints to support her demand for a further 50% refund. This is a self catering apartment holiday in Spain, it is clean and maintained and competitively priced compared to other self catering accommodation in the area and we have many good reviews from happy guests who are happy with the cleanliness and facilities. When we advised our guest we couldn’t offer a further refund she threatened to complain to Vrbo and leave a terrible review. She is entitled to do so and we are sorry she did not enjoy her stay as it’s standards were not to her expectations.