Well, you can't please all the people all the time, I guess!
Most of my guests have been very cordial about requesting very late check-ins and I always oblige, but not this couple. I emailed that I'd need to get in touch with them right away, since I had a date, Saturday night (which I sadly had to cancel), and I got no response to several messages. ZERO. No word back, though they did admit receiving my message, when they arrived. Naturally, I was forced to be present, myself. When they arrived, I took extra time and care with them, as it quickly became obvious that they didn't really speak much English.
I absolutely disagree with their complaints about the apartment. Read the other reviews: no mention of any of it, for a reason.
This is an elderly couple, who should stay in hotels, because there's really little one can do to please them, despite any meaningful efforts.