Katja and her family were hoping for a heated pool in the middle of winter. The house is not advertised as so with a heated pool and so not surprisingly, the pool water was cold. There were a few cleaning items that were overlooked and I had offered for my cleaner to come in IMMEDIATELY to address the issues but the guests were more intent in trying to look for a discount. Alernatively I offered 2 nights free accommodation at my beachfront Surfers Paradise unit as compensation for the overlooked cleaning issues (or a refund on the clean fee of $140 for a 5 bedroom house). This is a magnificent house with lots of character and as many Queenslanders that are a little older and wooden, they lose the modern tarnish and appeal of a newly built modern unit. These places don't have the location of my Queenslander. My house can host 11 people with magnificent views and a location that is 2 km from the CBD, 2 massive decks and artwork lining the walls all through the house. Per person this is less than what you pay at a backpacker. Nonetheless, I am dissappointed that Katja and her family had some concerns and the 1 in 20 bad review saddens your heart and makes you think, why do I go to so much bother.
It seems like AirBnB is moving toward a sitaution where people are expecting hotel quality premises from what essentially is people's living homes. A hotel for 7 people would be 2-3 times what you would pay for my house. It offers spaciousness, locale, magnificent views to the west with wide open glass views to the mountains.
I will take on some of Katja's feedback but so far I have in excess of 65% 5 star reviews and a 4.6 out of 5 star rating, so the house must be doing something right.