We have many - many glowing positive reviews and are superhost. This review is an outlier. Everything Floris has written stems from her expectations that we operate like a hotel, that we suggested she might be happier at a hotel and that we called her out for putting her trash in the building's hallway closet stinking up the entire entry way. We tried explaining the difference between how we operate compared to a hotel, for example: we provide starter supplies but do continuously replenish for long stays. After explaining, she insisted that we give her many extra supplies for her entire stay anyway. We suggested she would be happier at a hotel and not an airbnb. She got very angry, took it personally and called us names. This was during the booking process. We should have cancelled the reservation.
Most of what Floris states is outright wrong and or grossly overly exaggerated. For example: she states the air conditioner is over 20 years old. It's brand new, installed 2018 with proof of receipt. She didn't know how to work the digital controller. In the end it's her word against ours, but for the best indication you will see that she is the only person who has written a negative review.