As mentioned in my review of Claudia, all comes down to not having read the description of the apartment and not communicating at all. I have not received any formal complaint nor email nor message via Airbnb nor telephone call nor sms. Cleaning with change of bedlinen & towels during a stay is never included. It is stated in the Airbnb add. You must pay for this extra. In your case, as you made such a big problem about it and refused to pay for it, that nice lady (who is the owner) gave you some extra towels & bedlinen. There is no umbrella, as these are not advertised. The reason for not having one, is that these fly away (in total or in parts) and create dangerous situations. Winds can be very strong. You also stayed with more than 2 persons which was not booked, was not paid for and was not asked for (but still you did it). Check out is always at 10.00 hours, which was in your booking confirmation from Airbnb. You have not asked for a later check out nor did you pay for it (again a simple email or message in Airbnb was easy to do), nor was not stated/confirmed by any of our staff (all know that check out is at 10.00 hours). Due to this we needed to have our staff coming back the next day and had extra costs for this. So, next time when you have issues or questions or comments or wanting to stay with more people or having a late check out, communicate (and this is waht you did not do at all).