I am sad that this group of guests was not happy in our apartment because we always do our best to accommodate our guests needs, and we went extra far to make these guests happy. However, their requests were unreasonable and I believe their complaints were unfair and unjust.
When they arrived, the apartment was NOT IMPOSSIBLE to stay in as they claimed… because it had been cleaned prior to their arrival, bed-sheets had been changed, everything was to the usual standards. None of our previous guests had ever complained about cleanliness of this apartment before. Nevertheless, we came next morning and cleaned whatever they did not like. I asked them to send me photos of problematic areas, which they did not. Instead, they took burners of a gas stove apart to show us that there was something that slipped our attention. So, as I said, we made an extra trip to the apartment, cleaned the stove, which I admit, needed more attention, changed the bed-sheets which had been changed prior to their arrival, and we gave them more towels to keep them happy. Despite our effort, the guests were still not happy.
I realized that they arrived with completely inappropriate expectations. We are not running a 5 star hotel with its own reception. The local shop where guests collect keys (until late night time like in this case) has very friendly and helpful staff and I find their complaint about them being Chinese very rasist! Also, is it so surprising that there are no Italian channels on TV in the Czech Republic? Who would have expected that? If this is a reason to complain, they could have as well stayed at home. My feeling is that they were expecting standards of an apartment costing 300 Euros or 600 Euros or even more and our big fault is that we do not offer that! Sorry!