Thank you for your kind comments, I am sure other travelers will appreciate this information.

This is a very petty attempt at hurting us because this guest didn't get her own way and thankfully, it clearly doesn't align with the countless great reviews we have received from the wonderful guests we've had. This is the second time Jill booked with us. She is a demanding guest, with very specific requirements. The first time she stayed, we upgraded her for free to a room type two above the one she had booked. She said it was great (didn't leave a review then though) and booked again 10 days later. The second time, which this review is referring to, she came to check in and after being in the room for an hour, came to complain that the room was "too clean" and didn't like the fragrant smell of the cleaning product (something, we have never had an issue with before). One of her requirements is that we air out the room prior to her arrival with natural air. The door to the room had been open ALL day, since 9am, until she checked in at 4:18pm. Hoping to find a solution, I gave her two keys to two other rooms for her to see if they would be better suited (though, those rooms hadn't had their doors open all day, so I didn't expect they would suffice). When they didn't meet her requirements she asked for a refund, which I agreed to, but explained that she would need to organise it through Expedia as she had already paid them and we had not received any money for her booking. I then PATIENTLY waited for over an hour, while she stood in front of me (while trying to continue to do my job), trying to have a three way conversation with me and an Expedia representative over the phone. Ultimately, while I was on a phone call to another guest, she left. From the carpark she emailed me, demanding that I ring Expedia during office hours the next day to sort her refund. The next day, house keeping were sent to her room. Jill had failed to tell me that during the time in the room that she "couldn't bear to be in", she had used the toilet and not flushed it and had pulled back all the bedding. DESPITE this, I was still prepared to ring Expedia to coordinate a refund for her (most properties would not do this). So Jill's complaint that I wasn't patient or helpful is completely unfounded. I went out of my way to help her and she still had the audacity to leave such a negative review. So shame on you Jill for being so unkind. I am just grateful that she is the minority and that we otherwise have such pleasant and kind guests.