as stated in the description of the Airbnb page of the apartment, Claire uses a concierge service to help manage the rental of her apartment when she is abroad, and it was the case when you come. We are therefore sorry that you have not been fully satisfied with your stay.
The keys are handed over independently in order to allow more flexibility of arrival and departure for our guests. I am sorry that you have not been satisfied with this system, and I thank you for your feedback which will allow us, for sure, to improve it.
I sent your feedback on the cleanliness of the apartment to our cleaning team so that this situation does not happen again. I assure you of the importance we have to offer a perfectly clean accommodation to our guests.
We very well accepted our fault and you were completely refunded, which I understand would not compensate your bad experience in vacation with family.
Finally, I also reported your feedback to our customer service. This one is dedicated to answering your questions as quickly and as precisely as possible. We are so sorry that our service was not satisfactory.
Hoping to welcome you again in order to create a better experience with us!