We are very sorry about Zach's experience.
I guess he expected an 'apartment' with bathroom and kitchen amenities. The price should reflect a simple room with access to private bathroom, though.
This guest was informed on talking to our neighbor for help, but they wanted to use the washing machine around 12 in the night and tried to contact us, but we were on vacation. And our neighbor helped them turn the radiator on, nothing was wrong, - it should just be turned on to 5.
We don't promise a kitchen with amenities, but we put some utensils forward. And there is a refrigerator. There is a big private bathroom with towels, but shampoo etc. is not a part of this room. There is access to washing machine and soap and a tumble dryer (We have a very low price, and therefore also many guests) No one ever complained about the cleaning before.
Finally this guest left the house open! Leaving the keys inside of the house, instead of where they found the keys. This is the first time we have experienced this!
We experience other guests like the facilities, and understand how to use them. We hope Zach has a better experience the next places he goes.