An unfortunate set of circumstances!
What is not mentioned is that the reputable cleaning service that we had booked did not turn up, a miscommunication on their part. When the guests reported this to me, I immediately drove across town with two family members and did as thorough a cleaning as we could in the time we had. This was explained to the guest and they happily accepted a $100 reduction for their stay.
Upon their return home for the night, they summoned my brother in law to the laneway to show him how dirty it was; they must have swept under the couch and dug in the corners to extract every last crumb they could find. This, they considered “filthy”. One guest suggested she’d have to wear shoes in the shower (that had just been thoroughly scrubbed and disinfected).
Not once did they contact my brother in law to explain how the shower worked or ask for him to fix it. It was functioning perfectly fine when they arrived and the half an hour they spent trying to get it to work actually stripped the valve!
As for the couch, it is intended for a fifth guest and I was not informed it would be required and therefore the necessary bedding was not left out. It absolutely folds out into a bed and instructions on how to do so would have been provided if they had asked.
It seems that instead of accepting the agreed discount for the failure of the cleaning service to arrive and asking the on site family members to assist with the shower and the bed, these guests deceitfully sent photos of the original, uncleaned unit to Airbnb management possibly in an attempt to extract a larger discount.
As one can see from all previous reviews, this is a brand new, clean unit that has received no previous complaints for cleanliness. We will never rent to these guests again.