The bad review was submitted due to the Guest was charged a service fee for things she caused during her stay.
I would not recommend this Guest do to the following: The Guest didn't follow my check-in instructions which they went under the bed which I had extra supplies such has towels, linens, there was a bin marked do not use and a bag. So it would have been nice for the Guest to ask. I would have accommodate her with more towels if requested. The Guest took 3 bath towels, one hand towel and one washcloth without permission which then my cleaning service was short for my next Guest coming in on the same day. Also check-in instructions were not followed by staining the new linens and comforters with suntan oil. Also the check-in instructions were not followed by smoking on the balcony which you are not allowed. There was a designated area to smoke has per my check-in information.
Honestly I do take care of the unit and I would wish that My Guests would also take care .
I always mention in my check-in instructions that if the Guest has any questions or concerns they can always contact me. Which you failed to do that.