Réponse proprio:
We're sorry to hear that you feel this way. We take great pride in providing every guest with a positive experience. And part of that is why we thoroughly inspect the cabin before and after each stay. Our damage deposit policy exists to protect our property and our guest and it is clearly communicated prior to every booking.
We have also been transparent throughout your stay, especially regarding the hot water tank, so there were no surprises. We completely understand that this was inconvenient, which is why we chose to waive the cleaning fee as a goodwill gesture. Also we fixed the problem on the hot water the next day.
With respect to the damaged flooring, we also did another gesture by returning half of your damage deposit rather than enforcing our policy in full. We felt this was a fair compromise given the circumstances.
We genuinely believe we handled this situation with honesty, fairness, and understanding at every step.