I believe I have discussed all of the above (except that last two statements) with Mr. Fred Aguilar on his first morning at BNKY and have, in fact, apologized for any shortcomings the staff may have had. In the interest of fairness, however, I am compelled to answer the above sweeping statements point by point.
None of the photos posted on our site is photoshopped. There is no attempt, whatsoever, to deceive future guests.
The guest claims to have knowledge of the condition of all our rooms and bathrooms. We have 21 guestrooms in all and Mr. Aguilar's group occupied only 9 of them and had access to only 6 bathrooms. We cannot turn into white tiles that are naturally off-white (the color of sand). We only have two bathrooms with white walls and white fixtures and the guests had access to only one of these. The rest of the walls, floors, and fixtures are in pastel colors. I concede that one of the shared bathrooms is quite old, but I am grateful that most of my guests understand that I am keeping my family home in the state that it was bequeathed to me by my parents because some of the parts were built by my father with his own hands. I introduced minor changes only to make the house fit to be a bed-and-breakfast.
On both doors to the mainhouse, guests can read signs saying, "Please keep the doors closed to keep away mosquitoes." El Nido is lined by open canals along the streets we do realize that no amount of spraying can eliminate flying bugs. We need the cooperation of our guests in order to keep them out. In the main kitchens, there are waste bins for biodegradables, non-biodegradables, and recyclables. The first two are disposed of in the mornings and in the evenings. However, we do realize that guests sometimes throw food wrappers in the waste bins inside their rooms/bathrooms that naturally attract cockroaches and lizards. But we do welcome the gecko that Mr. Aguilar so despises because it eats cockroaches and mosquitoes. We believe in giving space to beneficial creatures. Also, it will be unfair to deny the poor fellow his mating call and accuse him of making this sound every 15 minutes or so. We assure future guests, though, that the gecko in question is not a house pet. It is welcome as long as it does not enter the house.
I don't know how it was that Mr. Aguilar can say with certainty that the house was not cleaned for the three days they stayed. In truth, there is no Day 3 to speak of because he cancelled it, though, unofficially. (But just the same, I had the entire house cleaned for another group of 11 due to arrive two days later.)
The guest expressed his disgust on the very first morning of his stay so I gave order to the staff to clean up as soon as the guests leave for their tour at 9 am. He is right that the staff did not clean up their room because we have had guests in the past who would claim for lost items and attribute it to the staff. Airbnb guests are well aware that, unless they paid cleaning fees, they are expected to keep clean their spaces. We do not charge cleaning fees. Guests need only request the staff to clean their rooms/bathrooms. As one previous guest posted in her review,"At BNKY, you need only ask."
We give out plastic bags only upon request because trash in the guestroom bins are segregated before it is handed over to the garbage collectors. It is the least that we can do to help manage waste that is generated very quickly in huge volumes in a very delicate environment. I understand that the group brought food which may have necessitated the need for plastic bags but it is beyond me why a guest would make a big issue out of throwing the trash himself. He could have easily asked one of the girls to do it for him if it was "out-of-schedule."
It is, indeed, unfortunate that the group's first breakfast happened to be pancakes. The guest would do well to recognize that he is not our only guest. 90% of our guests are foreigners who naturally prefer pancakes and bread. It is standard operating procedure that during the briefing, the receiving staff asks the newly-arrived guest if he has food allergies or restrictions so that adjustments are made the next morning. This would have been a fine time for the guest to ask if he had a particular breakfast in mind. And, I suppose, Mr. Aguilar does remember that we did grant his request for local breakfast on Day 2. I told the guest it is our custom to offer Filipino guests rice-based breakfast on their second day because most guests arrive late and the market closes at night.
I don't know what Mr. Aguilar had done to have elicited unusual behavior from my normally accommodating and cheerful staff. But I do take exception to the "twisting" thing.
The lead guest booked for 11 persons, advised days before arrival that there will be 19 of them, requesting for just 1 extra room, and finally arrived as a group of 21. The bed capacity of the 6 rooms that were originally booked is only 13. The guest advised that 1 extra bed on 3 of the rooms would suffice. On arrival, the group decided that they needed 3 extra rooms and the lead guest did not even immediately settle the bill for the extra rooms which, as any seasoned traveler would know, is required. He told the caretaker that the two extra rooms will be paid for by the two extra couples. It does mean a lot of difference when guests advise ahead how many extra rooms they need, not upon arrival, and late in the night at that. It inconveniences not only the staff, but more importantly, the guests who have already settled.
I concede that the night before their checkout date, I acceded to Mr. Aguilar's request that he be allowed to leave the group's luggage in the studio unit he occupied as he promised to be back at 2 pm (check-in time for the next guest). However, the room was booked late that night I had to request him the next morning if they could please leave their stuff in one of the rooms in the mainhouse to give the staff ample time to prepare the room for the next guest. I would not normally resort to this if I had a similar room or an upgrade room available. Mr. Aguilar flatly answered, "But I do not like your house." Any seasoned traveler knows that check-in/check-out time is not to be compromised. After launching his first salvo of attacks in the morning of Day 1, Mr. Aguilar declared that he is cutting short his stay by 1 night, left town without cancelling his third night on Airbnb, then expected us to give him a refund knowing fully well that we are on strict cancellation (no refund). I agreed to offset the extra rooms against the unused night and, mistakenly thought that he would be reasonable enough to grant my request to vacate the room which belonged to him only until 12 noon of Day 3. I even offered that they can take a shower in the shared bathrooms after their island tour (even when he had already cancelled their 3rd day), a gesture that we extend to all other guests who want to maximize their stay in beautiful El Nido. It seemed to me a simple matter given that everyone has packed his bags. They needed only to assemble them in a different room. In answer, he cut the conversation, turned off the inn's service phone, left for the island tour, and came back at 4 pm. And the next time I hear from him is via the above review.
It would have made matters less difficult to be fortright if money is a concern, especially since we are of the same nationality. I understand that the guest may have been caught off guard by the large "surprise" entourage.
Lastly, it does help to be cognizant of the fact that BNKY is a bed&breakfast, not a hotel.
I wish I didn't have to write this long narrative but I feel that, one way or the other, it will help improve host-guest relations in the future.