Yunzhi, I´m surprised about your comments and about the evaluation you gave me. To the date, I have 80 evaluations and 82% of them are 5 stars. Me and Silvana (my girlfriend) work very hard to give our guests the best possible experience and we are very proud of our evaluations (we are about to become Super Hosts). If you take the time to read them, you´ll see that we never had any problems.
I read your evaluation and I take it very seriously so I´ll take the time to answer each of your questions and clarify some points, which unfortunately are just not true:
a) Regarding the location of the Airbnb: Two days before your arrival I send you a message with the EXACT location of the Airbnb. It even included a (Hidden by Airbnb) maps link with the address. On top of that, I sent you an email with photos, so you can have a visual cue of the place. You cannot claim that you didn't know the exact place of the apartment. I hosted more than 70 persons and you are the first ones to get so lost.
b) As for the check in: Our apartment, as clearly stated on the description, is on the SECOND floor, not on the fourth. You changed the check in time THE SAME DAY of the check in. Despite that, we (me and Silvana, my girlfriend) were able to change our plans to welcome you at the new time you mentioned. You arrived ONE HOUR LATER that stated. Regarding the luggage: Silvana does have an back problem, so she was actually very kind to help you with your luggage. You should be thankful for that.
c) The Wifi: The WIFI password is provided on our airbnb page. On top of that, there is big paper with the network name and the password. If that is not enough, the wifi password is written on our "welcome guide". Again, I hosted 70+ people and you are the first ones that are not able to log-in in to the network
d) As from the owl: I´m not very sure why this is so important. First of all, it is monkey not an owl. Second, Silvana didn't know where it came from. What she try to explain is the following: the apartment used to belong to my mother, she passed away from cancer (after 5 years of fighting it) two years ago. After that, we (Silvana and me) decided to make her old apartment a Airbnb and used some of her staff to decorate the place. The coconut monkey was one of the things we used. Again, I don't understand what is the big deal with this (and why you have to mention this on the review, you are touching very sensitive and personal stuff here)
d) As for the power outlets: Thanks for letting me know you have trouble with them, I'll check them. The previous guests did not mention anything about it, but I´ll take a look at them.
e) About the leaking cup: I'm not sure what are you talking about. We found a broken glass, may that is what you are referring to?
f) For the check-out: Silvana told you SPECIFICALLY that for the check out you have to leave the keys on the table and close the door behind you, but BEFORE you do that, you need to make sure you can actually open the front door (which is locked during night, so you need to use the keys to open it if you are leaving on the early morning). Ok, maybe oral communication was not the best. These instructions are WRITTEN on the "welcome guide". So, you knew about the procedure. So it was YOUR RESPONSIBILITY that you got locked out. Once again, we host 70+ people and you are the first ones that got lock out of the apartment.
You send me an message telling me about this at 08,15 am, and a second message at 08.20 saying you were able to get out. My answer to you was at 08,23, seven minutes later (not two days later, as you say). Sorry I could not answer in the same minute, I was sleeping (it was a saturday morning). By the way, you say my message arrived TWO days later...funny thing, you check out on the 6th of january (a saturday) and I'm writing this reply on the 7th of january, so I guess there is something wrong there…
Anyways, I’m sorry about all this, as I said our number one priority is to give our guests the best possible experience, but I felt I needed to clarify some points.