We disagree strongly with Yekaterina (& her husband's) rating of their stay and (as is visible from receiving 1* in all categories) consider it very emotionally driven and factually inaccurate.
We accept that sometimes our appartment is not professionally cleaned (e.g. some dust may be present), as we do not have a professional service, but we do clean it ourselves after every visit.
We had an uncomplicated visit from Yekaterina, went above and beyond in trying to help make them welcome.
However, Yekaterina expected 24/7 telephone & on-site support, which we clearly stated we don't provide. They did not follow simple instructions for fixing issues that occured (lighbulb burned out and threw the fuses which required simple turning back on).
There was one incident with the mirror in the bathroom falling down, for which we apologized profusely, nobody was hurt and it was first such incident we had in our appartment in the last 10 years and was therefore impossible to predict.
When Yekaterina left, they left the appartment in complete mess with damaged cooking equipment (destroyed non-stick cooking pan) and tons of dirty dishes, trash etc etc.
We required compensation for the destroyed pan and noted the extremely dirty appartment, which infuriated Yekaterina and this 1-star rating is the result.
We suggest future guests take this review with a grain of salt.