I checked in with Kimberly multiple times and every time I was told "everything is great, all your staff is really nice and (Website hidden by Airbnb) I am very surprised at this review.
What can I say - we have multiple sets of linens, towels, even two robes (that are in the pics!), and provide everything that is needed in terms of toilet paper etc - even though we do not have these listed as an amenity. Kimberly's party was given a set of 3 towels per person and were shown the cupboard where to get more.
There is an Alimentari shop 1 min away in the piazza that has everything that is needed for an emergency.
Kimberly was warned before she arrived of the water situation, which was unfortunately completely out of our hands...still no response. In these rare situations where the regione Lazio cuts out the water, Sonya provides buckets of water when needed and is available to fill up the bathtubs with water. The cases of water 'found on the property' were actually on our neighbors property so not sure what happened there! Sonya would have gladly given it to them otherwise, the same way we provide coke, beer and water at the start of every stay.
Wifi was requested on a Sunday afternoon when it was impossible to recharge in a small town - I have since updated our description to explain about how wifi works in the area so there are no more misunderstandings. This explanation was in the house info package at the house.
I could go on...
The stairs are 1 meter wide and they are standard height. The one complaint I did receive was indeed about the stairs, to which we offered a partial refund if she wanted to leave early, which she declined.
The photos of our home on Airbnb are around 38 and all very clear (there are plenty of photos of the stairs from different angles). I received no questions about the property from Kimberly before she booked, that I would have been happy to respond to in detail.
It seems to me that to call it 'a bare bones' stay is a clear case of misguided expectations and poor communication. I cannot imagine for the life of me that our house manager Sonya, who has been known to tap into her own provisions to help guests in need, wouldn't provide toiler paper if requested! I am sorry this was such a difficult stay for Kimberly.