Thank you for your review of your recent stay at our apartment. We are sorry that your experience staying at our apartment was not entirely positive. Your feedback is valuable to us, as we strive to improve with each and every stay.
We greatly appreciate your comments about aspects of the room that did not meet your requirements. We hate to think of you struggling to figure out what meal to have for the evenings. We are sorry that you did not like the new IKEA silicone oven glove that we provided to be used when removing warm food from the combi-oven. We thought the red colour would give a vibrant change to the usually dull dark-coloured oven gloves. We also noted your experience with the radiator valves, they are not faulty, the radiator can be turned off with a switch in the room.
We have investigated your claims with our co-host, Julia, and we understand that she had a conversation with you on the phone at 18.35 on the evening of your check in. She understood that you were upset and frustrated and tried to assist you. You informed her that you would like to cancel the reservation, so she agreed to help by contacting Airbnb to arrange this. Airbnb said that they would need to speak to you directly, so she informed you via email to contact Airbnb, and sent a follow up text. After that, she did not hear back, so assumed everything was OK. She also advised that you did not mention about the radiator valves not working, hence was unaware of the issues you experienced.
We are grateful for your review. Subsequently we have implemented some upgrades to the property this week. A new TV has been provided in the property, and we have ordered new blinds to be fitted. In the next week, we will also review the provision of our kitchen utensils to cater for guests’ needs.