Whilst it is most unfortunate that Gail's experience was not up to expectations, I would certainly like to tell our part of the story. When one looks at the amenities list on our listing, air conditioning is NOT advertised. (We do have it now. )' The water problem, unfortunately caused by a bush pig biting through a pipe, was solved to the best of our abilities, and before nightfall there was water, although the pressure was still low. As for cleanliness and how "filthy" our place is... Please read the other reviews and ask yourself where the problem might be. Certainly, as we were in a bad drought period, there were dust storms. Luckily, we have had good rains since, settling the dust, so to speak. Regarding the dogs... Our listing tells you FIVE times that we have "many dogs of all shapes and sizes". On check in, I explained to them how to deal with any dog that becomes a nuisance, in an extremely dog friendly manner. They shrugged this off, telling me several times they also have dogs, do not mind the dogs and knew perfectly well how to deal with dogs. And of course one walks to your room. This walk is 35 meters (100 ft), followed by THREE (3) steps and another 7 meters to the door. Never before has anyone found this strenuous or, indeed, out of the ordinary... Going three years. It is also the first time ever that there is a complaint about too much cutlery and crockery, I am afraid I do not really understand the challenge. As for the need for more work space, we think that is a constructive remark and will follow up with deeds. We did offer them a guided game drive in Pilanesberg Game Reserve, worth a bit more than two nights' stay, to make up for their early check out. Gail's husband said it is really not necessary, but he will check with her and let me know a bit later if they are going to do this. Two hours later I had had no word from them about it. The next morning very early I had to leave on a game walk, where one cannot take a phone along - hence not answering the phone, which, oddly, had no missed calls when I got back from the walk. Given the circumstances and the fact that this review is completely unprecedented, I do not believe we deserve to have a 1 star rating and a nasty review on our listing. Please be assured that we'll give any guest the best we can. And please, should anybody find what they believe to be rat excreta in the flat, let us know, while we can deal with it, as opposed to two weeks later in a review. I wish Gail and her husband all the best, and hope they will have many enjoyable experiences in other AirBnb's for years to come!