It's most disheartening to receive a review like this when the guests comments are hurtful, exaggerated and just plain dishonest!.
We were available at all times to help solve any problems and I'm very familiar with the property having been there on numerous occasions. It's a really gorgeous property and as such, as a security measure, given that our guests are usually total strangers, to whom we hand over the keys to a multi million dollar property, we require a residential address. No biggie really, there are hundreds of transactions we all undertake where we have to give our home address, for example renting a car, never mind renting a house.
This guest further complained that they had to pay for the bin removal - when they neglected to put the bins out. We send incredibly clear instructions letting guests know that this is a requirement (it's also in our house rental agreement, to which they agree before renting) as if the bins aren't put on the kerbside post departure and before the council pick up, then we get charged $100 for their removal as we have to organise another company to do this.
Still, we get admonished for something that was their fault - sometimes you just can't win.