Its Kim Beggs, Property Manager here!
Obviously, Verve are disappointed to receive such negative feedback given we pride ourselves on providing a 5 star service to all our guests.
To be honest it is a mystery as to how and when the sofa bed was broken. Housekeeping are saying the sofa bed appeared fine when they made it up just prior to your arrival. I will need to discuss this the owners as the sofa bed needs replacing asap. With regards to the 24hr concierge number this is also a mystery because it was diverted to my personal phone and I didn't receive any messages. Also, my voice mail greeting prompts you to leave a message and I will return your call asap. There is no mention of a $150 call out fee if its an emergency? Can you please check and see what number you called? Greatly appreciate your feedback regarding other matters and I will definitely pass this onto the owners. Unfortunately the BBQ may have appeared dirty, however its often a result of the sea air but I can assure you it was definitely cleaned prior to your stay. If you would like to discuss any of these matters in further detail please feel free to call me on (Phone number hidden by Airbnb) Regards Kim