We would like to point out that we handle many apartments for many years on the Airbnb website with care and professionalism, as evidenced by the many positive reviews given by our guests.
In order to respond to the complaints made: 1. Our policy of paying cash for extra laundry/final cleaning is required by our administrative management and is clearly highlighted in the description of the ad. We promptly invited the guest to re-read the ad carefully (which he did not do before booking). 2. Following the confirmation of the booking through Airbnb we have emailed our contract with tips about the neighborhood and how to reach us, as we do with all the guests, which is still very much appreciated.
3. From the correspondence it is clearly verifiable that we have previously informed the guest of the sending of the contract by email and we absolutely never answered ruthlessly.
4. As for check-in, apart from a considerable delay of about 2 hours respect to the arrival time indicated, we later realized that the guests had missed the address and were waiting in another place, even though they had received detailed instructions on how to get there and our contact details in case of problems.
5. In the apartment there is a standard electric water heater, enough for two showers.
6. As for check-out, we were required to book the airport transfer service in the morning very early that we regularly confirmed with a large advance (however easily verifiable by correspondence). The guests "canceled" the reservation booked for 5am at 4am, that is, just one hour before the appointment, proving to be incorrect and unreliable people and obliging us to pay however the service to the driver, thus creating an economic damage.