It was clear from the beginning that the Guests would request a refund as the first thing the have done once checked in was preparing a photos set of all issues that could possibly be found. If it was really so bad as mentioned, any Airbnb Guest would have requested the immediate move to another property. Regarding the view, take in account that it is a corner unit and more than half to the unit has pool view. The back part of the unit has view on an empty field and far away, you can see some truck moving ground, but they are close enough to disturb the Guests. Please note that Phuket was under daily heavy storm and it was very difficult to maintain the rooftop terrace in clean state. Most of the issues were solved within few days but it took a lot of time to find the pool pipe leak and repair it. Take also in account that the only consequence that to pool had due to this leak was that the level dropped about 10 cm, but the pool was ok to use. Also due to the storm, one of the windows had a leak so we had to act as soon as possible. The repair was not looking very good but it was very efficient and certainly did not affect the quality of the Guest’s stay. After few days, the only issue left was the pool leak, so in agreement with Airbnb, we decided to refund the Guests for the unpleasant situation encountered and the Guests were happy with the compensation. Also please note that, even if our office is at 20 min away from the residence, our staff were at the unit almost daily and we answered and attended any communication the same day, as we do for any Guest in any unit, please feel free to read our 1900 reviews, we are not perfect as no one is but we always try outs best to face and solve any issue. Once again, take in account that they wanted to remain the whole time there, so reading the tone of the review, don’t you think they would have moved somewhere else if the unit was so bad as mentioned? Please note that any Guests can request recent pictures of the unit, we will be more than happy to send them.