Owner's Response: I regret that this client was dissatisfied and hope that my response will provide some perspective on the situation. With respect to the security deposit. I do cash them. I have had the unfortunate experience where a client caused substantial damage, and then stopped payment on the security deposit check. I ultimately had to go to court to (with all the additional expense and time) to be vindicated. Prior to the preceding experience I never cashed security deposit checks but, learning from my experience, I do now. I never told the client her check would not be cashed and please note that she did receive her refund in 2-4 weeks, as promised. The misunderstanding concerning the apartment was that her friend was supposed to reference the client in her inquiry for rental of the apartment and did not. I only rent the apartment and main cabin simultaneously to friends and when both parties are agreeable. Not realizing that it was the client's friend making the inquiry I initially declined the request for rental of the apartment. This is, perhaps, the "poor communication and inconsistent information" referred to. Regarding the refrigerator issue, the client is correct. I did charge her for the service charge. She was advised in advance that this could occur if a repair technician found no equipment malfunction. It is not uncommon for clients to omit reading operating instructions or to fail do basic trouble shooting that one would do in one's own home. A professional technician confirmed in writing that both dishwasher and fridge were in working order. Perhaps the client had unreasonable expectations regarding refrigerator temperature. Each service charge is costly and, when unwarranted, is unfair to the owner and to other clients as rates ultimately increase to cover such needless expenses. What the client failed to mention was that our written agreement called for only one pet and she had two on the premises. The agreement expressly states that the client will forfeit the entire security deposit if more than the agreed upon number of persons or pets are allowed on the premises. As there was no significant damage I did not invoke this clause. By right, I could have kept the entire security deposit AND charged her for the needless service visit. Instead, I charged her only for my out-of-pocket costs. I thought this was quite generous and my thanks for this kindness is the letter above.