Unfortunately for us, everyone has different expectations. We strive to create a situation where we will have maximum success with our guests. Speed of response is an expectation. Airbnb sets the expectation of 24 hours. My response rate is 99%. I cannot always answer right away, but I respond in a timely way to all my calls. Everything Matthew asked was responded to within 24 hours and most responses were within 6 hours. That is all I can promise. Once or twice, I did not answer right away and he texted again.
Bedding is the same. This is a firm mattress. We buy firm mattresses because we get fewer complaints. Most of our guests are older and they need it. Softer mattresses get constant complaints. This mattress has been in service for about 5 years, was a quality mattress and cost about $1000. It is a very personal choice. Matthew is the first person to ever complain about the bed in this unit.
Lastly, I find his choice of not saying a word when he was here and saving up all his complaints for the review to be frustrating. We try to understand that the review process is critical and respond to complaints while they are happening. If a tenant were that unhappy, we would always address the complaint. Given the fact that no one else has complained about the bed, we would not replace it, but we would have been happy to let him get out of his agreement. But he never said a word.