You asked for feedback, and this is it, but I start with recognizing a different standard might be in play here.....
We own and run an airbnb, for which the market rates don't facilitate a management company nor external cleaning staff. I know how hard we work for the highest possible ratings.
- we supply individualized bathroom products for the number of guests multiplied for the length of stay.
- we provide sufficient bathroom tissue per the above formula. You supply one per bathroom
- we provide kitchen roll per the above formula. You supply one
- we provide dishwasher tablets in bulk. One tablet was left (not even the two you advertize)
- the microwave was non-functioning
- at least one floor lamp did not work
- bulbs were out
- we could not get the ignition on the deck burner to function (we chose not to report/inquire this)
- the website photos do not accurately depict the more degenerated condition of the property
- it was unbearably hot and a decision to not have AC renders the nightly rate unjustifiable
- given the value of the charge for cleaning, my wife and our other adult guests were each offended by the cleaning staff placing a tip envelope on the kitchen counter
- the hot tub jets are weak
- substandard cleaning to the basement (we'll ignore the musty smell for which a dehumidifier is provided)
Generally, given the gross cost of the rental, I would expect to not to have to call out any of the above. As I said, the kitchen and personal items might be to a different standard, which you pre-warn, but having non-functioning equipment is negligent. I assume the owners rely on the management company for marketing and functional standards within their management fees. In short I am reasonable in expecting better.
The one positive I will call out is the acceptable lapse in time from complaint about the microwave not functioning to a loan microwave being provided