Thank you for the very in depth and detailed private response. Very disappointed to learn that you did not feel you could not knock at our door to ask for milk despite saying we are lovely people and seeing my husband while he was putting his daughter to bed while you were using the internet in the hallway next to her room, and confused as you left half a carton of rice milk next to your dirty dishes for me in the room to clear up, so clearly had some with you. I said to my husband that our other guests had set an impossible standard rather than lowering your guest rating. Some of your suggestions are not in keeping with what we offer here, for example I will not be replacing the sofas with bunk beds as these are used as sitting spaces during the day by other guests. The advert clearly says I offer a basic dry breakfast as it is not practical for me to make repeated 20 mile round trips to the shops and I do not make a big deal out of offering breakfast in the listing, I just state what will be provided. Hence why on arrival I asked you if there was anything at all you needed ie dairy milk, to let us know. I will not run a fridge in the room it's not environmentally friendly or cost effective constantly run an empty fridge. The sheets were fresh on that morning and the room aired out for hours. Maybe the smell from the hoover put a stale smell in the air which I might be able to tackle using essential oils in the filter. Or the two hundred year old walnut wardrobes. I use mild washing detergent and due to my asthma will not use overpowering air fresheners to fragrance a room. I would use flowers as a fragrancer but there isn't enough in bloom yet to do so. I can do very little about the flies they are a part and parcel of farm life. When doors are open flies come in and I clean them up when I see them, the door to the room is not like a hotel or apartment with corridors and hallways blocking their entry, the room leads directly outside into the rural Scottish countryside so they do come in I'm afraid. I'll double check my listing describes the shower as over-the-bath, i thought I'd put that in already and whether we are allowed to put up a screen and a holder for it in our rented property but the cost of doing so would probably be substantially more than I make from the room lets. I really don't see the need for you to mention wanting to complain to Air BnB about us other than some sort of pseudo threat to make sure I make the changes you list, after already knocking my rating down enough to risk future bookings anyway isn't that enough? We welcomed your family into our home and offered exactly what I said I would in the advert. You devalued your stay based on an expectation which I did not give you. I genuinely hope you find some enjoyment and happiness in the rest of your holiday which we obviously couldn't provide you, and that other Airbnb accommodation is more suitable for your families needs.