Thanks for your valuable feedback. I and my staffs truly apologize if our service fell short of your expectation. We will try harder to make it better next time.
However, please allow me to explain what we have offered to you during your stay.
Our policy says that fresh towels will be given every other day meaning if you stay here on Day 1, a new set of towels will be replaced on Day 3. Although we have explicitly informed you about this rule, you requested to have them replaced - EVERY DAY. We then have provided you just that along with tissues and bottles of water.
Our policy also says that we have applied a strictly non-smoking rule inside guest's room and the building itself. A designated area for smoking is provided and the sign that advised where it is is actually inside the elevator. We only found out that you and your friend smoked when our house maid came checking in your room for regular room cleaning.
I worked closely with my staffs (the property manager and the house maid) and had told them personally to provide any necessary services you might need to ensure that your stay will be as pleasant as possible. You also made a request to extend your stay for a few more days and never ever raised any issues mentioned in this feedback.
On the day of your departure, our receptionist also called on you to check if you need a taxi lift to the airport or whatever the destination you were heading to, you declined.
To be honest, this feedback took me by surprise to say the least. I have been with Airbnb for roughly 3 years and, most of the time, the experience with our guests has been pretty much amiable and enjoyable to deal with.
P.S. some cultural tips on how to hand things to Thais is to give them things in a hand-to-hand gesture. I know that cultural gap exists, and there's nothing wrong about this if you haven't known it before. The way you handed towels to our cleaning staff by picking them with your foot is considered extremely RUDE by Thai culture.