Owner's Response: We try very hard to listen to all our guests' perspective so that we can continually make our properties better, but we take exception to this rating. Particularly, because this guest never called our property managers to remedy any concerns they had. Please allow us to address these issues individually but - first - to begin by noting as mentioned above that we have local property managers. Their names and phone numbers are listed prominently on the welcome letter. So, if guests find insufficient laundry soap or other such issues, they are welcome to call and get a quick resolution. Then to supplies: We provide our guests with so much more than the vast majority of vacation rentals, including bath gel, hand soap, shampoo, dish soap, dishwasher pods, paper towels, toilet paper and laundry soap. In other words - all the basics. However, we cannot possibly provide every product that any particular guest might wish to have. As for running out of laundry soap, we try to anticipate supply shortages but if a guest runs out of a basic, they are welcome to call. However, we note that if a guest chooses to use 20 rolls of paper towels, as an example, at some point the responsibility beyond reasonable use becomes theirs. Next to towels. We note that this was a 2-night rental. We provide hand towels, washcloths bath towels. We provide every guest with a bath towel plus at least an extra or two per bathroom. And, access to a washer and dryer. Again, if for any reason, fewer towels than that were in the house, a phone call is all that is needed to remedy the situation. Next to cleaning. We hire professional cleaners after every rental. We note that is is quite possible that a cleaner might miss "trash" under a bed if they didn't get down on their hands and knees. Nevertheless, we apologize. As for the floors not being clean, they are mopped or vacuumed, whichever is appropriate, before every new guest. Perhaps these guests were concerned about the light/near-white stone floor on the living floor level. By its nature, that floor absorbs stains and has some discoloration. It's never going to look completely white but that does not mean that the floor has not been cleaned. We've looked for a way to seal the floor but have not found any product that will do so (including calling the manufacturer). Actually, we don't mind the look. Our rates are reasonable for the services provided. We will keep listening and try to strike the right balance.