Reactie van de eigenaar 1) I didn't request a payment prior to the arrival. However such an automated request is generated by way of the booking site. And in turn, I sent an email to clarify that payment could be made in full upon arrival, and if the payment was made via PayPay then the fees would be for them to cover. Unfortunately the payment was already made, and to reclarify it wasn't my request, for which there was a €28,47 that l paid and didn't ask again for. 2) My English is not very good; it's basic. It's easier for me to write and read than to speak English, especially if the other person speaks very fast. I don't pretend to be' fluent in English, unfortunately I am not. There was never any "conflict" between us. 3) Upon arrival I explained that on their departure day they would have to leave the house by 10:30 a.m. With a same-day turnover the property had to be prepared. They informed me that they would have to leave in the late afternoon. l told the guests it would be fine for them to leave their luggage and they could return to pick them up before their departure. Then, that same evening, l recalled the new luggage storage service being offered by the Tourist Office just under the train station. l wrote an email to inform them of this option, since logistically it seemed like a better optionfor them in order to avoid going back and forth up the hill to the house. l didn't receive a response to my email and so, the morning of their departure, since l had not seen or heard from the guests, l stopped by the house at 9:30 a.m. l rang the bell to remind them that at 10:30 a.m. the cleaner would arrive to begin the turnover for guests arriving the same day. At 10:30 a.m. the cleaner didn't find the guests at the house and l had to send the security deposit back via PayPal. My house rules clearly state that check-out is by 10.30 a.m. lf else where ceck-out is done at later hours it doesn't concern me or my property. The guests should have read the house roules more carefully before accusing me of not being professional. 4) lt's a basic and common practice that when you leave a rental property, even when a cleaning fee is involved, for guests to not leave dirty dishes (the house has a dishwasher) and to have their trash taken out. The guests didn't leave both. The cleaning fee serves to have the property clean for the arrival of the guests, which is what they wrote to have found. Alessandra