First of all, thanks for your message even it not 100% true. but we appreciate your time for your leaving us a review.
Second, our cleaning fee is 35 euros per each check in ( it clearly wrote on airbnb description, and airbnb won't charge you more.) our 35euros cleaning fee is included: 20 euros per our linens & towels supplier company named" maggazino del bucato SRL ", 15euros per cleaning lady. there is nothing goes to my personal pocket. That's why, we have provide full set of bed linens for bedroom , and towels & tappetino for bathroom. We also provide kitchen tissue for our guest, as some guest they prefer tissue rather than towels. Fur sure, when the guest request hand towels, we are happy to provide it for free. Because of I am a supper host on airbnb for more than 2 years, the most important thing for me is, try to let all my guest to feel like back home, but not simply just a hotel! Therefore when we noticed you need hand towel to clean your hand, my co host Mamta, directly send to you in next day with your permit to get into the apartment.
Thirdly, on the day your check in, our cleaning lady notice me the tissue handle in the bathroom is not firm, but we could not fix on the same day, because of we received your reservation ( your reserve on the same day), that why we only can fix it after you check out. We always pay attention on our guest, and try to do things quickly, but sometimes we just can't perfectly fix things on time, wish you could understand.
In addtion, for sure we clean each apartment for each check out. We are truly sorry that we didn't reach your cleaning expected, as apartment may not works as same as hotels, but anyway , we try out best to host each guest, to pleasure everyone. From now on, we will pay more attention on cleaning work.
The last, no matter how you disappointed, but we responded you always fast, and bring the things you need & request. each guest they all different expectation, hope you understand that we are always trying our best.
PS: the reason why I have such a lot good reviews, I guess most of time guest are pleasure of my work.:)
Thank you again,