It is unfortunate that the experience of these guests was not consistent with the overall, outstanding, 5 star ratings that I have received since becoming an AirBnb host about a year ago and that have enabled me to achieve Super Host status 3 times in a row in that relatively short period of time. I would encourage these guests to read the reviews that were written immediately before and since their stay that flatly contradict their experience. I further note that the guests specific comments are belied by the facts and property listing details that apparently were not reviewed with care before arrival. The guests made a reservation on March 18, 2018 and requested information about driving distance to area cultural venues. I responded to that e-mail forthwith supplying the requested information. I also notified the guests that I would be back in touch with detailed instructions about check-in, etc. as their arrival date approached. It is my practice to send a detailed Itinerary containing this and other information the day before arrival. The arrival date of the guests was August 10, 2018. I sent the detailed Itinerary on August 9, 2018. I was at the property to personally greet the guests and escort them to the suite. I offered every opportunity for the guests to ask any questions then and as I do with all guests and encouraged them to contact me without hesitation during their stay by text, phone or by simply knocking on the door. I was present throughout their 3-day stay and not once during their stay did the guests contact me or raise any issue with the regard to the quality of their stay. I'm not certain what instruction beyond what I gave verbally and what should be obvious to any reasonable adult would be necessary regarding the trundle bed. The fact that the suite has a trundle bed with two twin mattresses is explicitly disclosed in the property listing that includes some 30 photographs. Ditto with regard to air conditioning. I was disappointed in the condition that the suite was left in by the guests. I did not review these guests as I noticed that this appeared to be their first AirBnb experience and rather than provide an overall negative review, I declined to publicly comment until reading their review. In conclusion, the reviews of other guests, both those that immediately preceded and those that immediately followed the stay of these guests overwhelmingly contradict their review and should be read in that context. Unfortunately, personal biases, in turn, give way to unreasonable expectations and unfounded comments.