I am sorry that this customer had such a bad experience. We pride our self on customer service which we believe is our core business ,but for what ever reason we have let this customer down. I would like to point out a few points which would may help explain why such a bad experience was had. We are a small guest house and not a hotel like the Hoilday Inn. We do not have 24 hour check in and put on all our information that our check in time is 4.30pm and onward, but if people wish to check in earlier this is not a problem, all they have to do is let us know so we can make arrangements. We are in the city centre and we advertise this as an attraction. If the noise level was too high and the only other room we could offer wasn't acceptable I can only apologise. We do supply soap but we do not normally supply shower gel, shampoo, hand cream , body lotion etc We will review this and thank you for pointing this out. The stain in the carpet from the previous guest spilling coffee,was removed on your departure and I agree this was unacceptable and should have been done before hand ,regardless of the reason why we hadn't enough time to so, before you arrived. If my manner came across as condescending,angry, horrendous and displeasing I can only apologise as this is not what we set out to do. As I said previously we are not a hotel and the area we can, normally, surpass hotels in is by offering a genuine personal service. Again we seem to have failed this time and I apologise.