Réponse du propriétaire: Sadly, it was true that the condo had not been cleaned. Our housekeepers mixed up the dates & thought this guest was arriving the next day. The degree of uncleanliness is irrelevant, because the fact remains that it was not ready for this guest. I had allowed an after hours check-in to accommodate their arrival, thereby making it almost impossible to rectify anything at 1:30 a.m. To say I was horrified & appalled is an understatement. Finding a hotel on the west side of Oahu, in the middle of the night, is very difficult. I suggested, to just get through the night, they sleep on the sofa bed with clean bedding. When it became apparent that would be unacceptable, I said I would refund the cleaning fee for the entire month of $175 + the night’s rental, which more than paid for their hotel. The guest failed to mention this refund. The housekeeper arrived at 8:00am & cleaned the condo. I know personally that there was an entire set of towels for 2 people, plus beach towels and brand new floor mats. Because the condo hadn’t been cleaned, all the towels hadn’t been washed & returned. A full 6 person supply was returned 4 days later. Then, on top of this, the refrigerator breaks & I discovered it was not repairable & had to be replaced. I had a brand, new refrigerator delivered the next day & the old one removed + sent over a cooler & ice. This was nearly a super-human feat, if anyone reading this has ever tried to get next day appliance delivery & pickup from a Home Depot. The guest expected a full refund of all her food. This was a problem that could not have possibly been foreseen, like a power outage. I did refund a portion, but not to her satisfaction. I cannot address any odor as NO ONE has ever complained of this before & the internet code is in large print in the Guest Book. As any traveler knows, occasionally there will be issues. How you know if you have good service, is if there is an immediate response by management. I took full responsibility & responded/fixed/repaired everything in as timely manner as humanly possible. I bent over backwards to make things right & refunded her money for the issues. This guest stayed a month & everything was resolved within the first days. There have been assorted other problems over the years & usually people who travel know occasionally ‘things happen’, and judge us by our immediate response and attentiveness. I take great pride in our 5* reviews and there are 43 other excellent reviews to consider.