At first I would like to apologised if we didn't managed to provide the best and perfect experience during your stay here. I have checked. Vy actually wanted to check in before 2pm. Due to we have a guest checking out the same day, we cant let her check in earlier as we need to do the clean up first. So we asked her what time she will check in. She told us around 7pm. Okay, 7pm. And sudden 5pm she texted she would like to check in at 6pm. We told her only can check in at 7pm. We have other commitments on too. Our job is not 24hours standby and wait there. Since she told us is 7pm, we need to go and settle other works too. She didnt ask further or told us her concerns about how tired she are about how she killed her time. We passed her the keys nicely inside the house and we did ask any questions or concerns. She only answered no. about the check out time it is actually clearly stated on our page. We believed she did read and go through before she booked our airbnb. But we always remind our customer a day before check out about the time and where to place the keys too. About the mattress, yes it is our fault did not take it down and ready before she enter the house. The dirt side of the mattress actually should be place on the floor. thats why it is a bit dirt on it. the other side for sleep is clean. We also dont understand why she must used the other dirt side to sleep on. Bathroom door only broken that day when she checked in. We didnt manage to get a repairman that day. We have told her how to use the other way. It seems everything was good when we explain and told her. We didnt know it turned out her bad experience. Meanwhile, we are repairing and upgrading our service. Thank you for the stay with us. Cheers.