we are very surprised by your devastatingly bad review (our first) and of course sorry that you were disappointed. At the same time, it would have been nice if your review had taken into account some of the efforts that we made to ensure that you would enjoy your stay.
To name a few, we really went an extra mile to make possible the early check-in (4 hours earlier) that you requested only the night before your arrival, and which we gladly granted free of charge. We also organized a complimentary fruit platter and assortment of tees upon arrival, and a large 20 liter container of drinking water after your first night, which you seemed to forget in your review. Unfortunately we do not by default offer free drinking water throughout our guests stays but rather give one large complimentary water bottle and advise our guests regarding the location of the nearest shop, about 200m from the house. As this time it was not done already before your arrival due to our internal miscommunication, we installed the large water container during the second day while you were out.
Once hearing about your disappointment with regards to the cleanliness of some details in the house, we immediately went to check the house. Your partner Charles, however, said that everything was fine and no additional cleaning would be needed. With regards to the knife, the kitchen already had one cooking knife and at this point we also gave a second one.
With regards to cobwebs, we apologize if you found some. As the property is situated in the middle of an open landscape with a beautiful garden, there might appear new cobwebs even in between cleaning shifts. Even so, we always strive to ensure that the house is thoroughly checked before our guests arrival.
You are totally correct that we do not live on the property, which is clearly stated in the announcement and in my profile. My mother in law manages the house and has until now been reviewed as very lovely and helpful. She is a senior citizen and did have a health issue during your stay, which forced her to urgently leave to Cusco, leaving the management of the house to his son and neighbor Juberth, probably the most courteous and helpful gentleman living in the Sacred Valley, who also told me that he had had a great discussion with Charles.
All in all, on a scale of 5 stars, a 2 star review feels quite harsh and unfair, especially given our effort to correct the issues that were below your expectations. Be it as it may, we thank you for your feedback and have taken steps to ensure that cleaning of the house will be done more carefully from now on, a few spots in the house will get a fresh layer of paint and we will give a second look at the kitchen utensils.
We have and will work very hard to ensure that we continue to get 5 star reviews, always fulfill what we promise in our announcement and try to make sure our guests have a great stay. We hope that during your future Airbnb stays you give a proper thought which star you decide to give, as a 2 star review can have a very negative impact on future reservations and should not, in my opinion (as I am also an Airbnb-traveler myself), be given lightly. We of course hope that our future guests will also look at our earlier reviews in order to get a more accurate picture of the property and the lovely and dedicated people managing it.