We enjoy an excellent reputation with regard to both cleanliness and maintenance, as evidenced by all our great reviews. However, we are disappointed that we did not meet the guests’ expectations on this occasion. As soon as we discovered the unsatisfactory cleaning, we apologized and immediately offered to get the professional cleaning company back to re-clean the property to our own high standards, as we pride ourselves on our excellent record of cleanliness. The cleaning company were extremely apologetic, offering to send their cleaners back. We were disappointed that the guest declined this offer. We use a LA professional cleaning company that specializes in short term rental cleaning and consistently maintains a high standard, but this is the first occasion that they let us down. The guest was absolutely right to notify our property manager. We explain to every guest before arrival that we have contracted a local full time professional property manager from a reputable real estate company to address guest needs, but that if they cannot reach the manager for any reason, we are also just an email or phone call away. We are extremely responsive to our guests’ needs as mentioned by this guest, but the guest chose not to notify us as well. We are pleased that the guest was very happy with the manager’s response, as indicated in the guest review: “To her credit, when she responded, she did send out very capable and cooperative people to deal with the various problems”. As the guest correctly points out, we dispatched professional contractors immediately to address any reported issues. The electrician spent 2 seconds pressing the red GFCI switch which had tripped, and we had previously asked the guest to try. We also sent a handyman a day later to replace a light bulb which the guest was unwilling to change with one of the spare bulbs. We dispatched a Cable TV technician who immediately fixed an issue the company’s set top box. There are three TV’s, so the guest was never without TV. A small crack in the kitchen linoleum floor is being addressed as part of our routine maintenance. The rest of the flooring are beautiful hardwood floors, scheduled for re-finishing soon. We are pleased that the guest recognized our efforts to address all issues immediately. As all the issues had already been addressed within the first few days of their month-long stay, the guests departed earlier due to the fact that their plans had changed