We are very sorry that our guests were not happy with their accommodation and not satisfied with our efforts. In any case we want to clear some details and correct misinformation regarding our intention and the apartment.
First of all the guests should understand that Airbnb is a system mainly between unprofessional apartment or house owners and the guests who want to travel with better accommodation costs, who want to get to know the local people and their culture. Therefore we are not professional hotel keepers, all or at least most of us have other jobs and we cannot be a personal guide or assist all the time and cannot give a 24 hour service like a hotel. You should also evaluate the apartment, its facilities and the location in line with its cost. We believe we offer a very good price for a good apartment (in your case 15 USD per person) that fulfills the needs of our guests.
Also regarding unpleasant location evaluation; if you want an accommodation in the same area with Ankara Citadele and historical hamams but at the same time to stay at a safe central district with the middle / high level income people and close to modern area and restaurants, bars, you cannot find it in Ankara. Either you should choose to drive to castle or old hamam in 15-20 minutes from our apartment with a public transportation or cab, or find an apartment in the walking distance to citadele with other disadvantages. You cannot blame the location if you want everything at the same time.
Regarding heating problem; as our guests informed us that they are cold in the apartment, we called our neighbours and the doorman Ibrahim and also the house director to understand the situation. We have learned out that our guest was right and that there was a technical problem with the central heating. Also the house director is newly elected and does not know the heating system well and was to trying to save gas and money with opening and closing the heating system in hourly bases. After we have made several calls at 10:00 pm, he was convinced to let the system work all night. And as we were informed from our neighbours since then, they did not have problem with the heating.
We were really sorry that our guests felt uncomfortable with the room temperature but we did our best to solve the problem, and to say that we did nothing for the problems your family had is incorrect and upsetting.
To double check, we have called our doorman and the neighbours once again today to ask about the heating, they all said it is sufficient and within comfort zones since then. We understand that for some of our guests coming from a warmer climate or the ones who are used to warmer houses may not be happy with the most houses in Ankara and once again we are very sorry for the inconvenience.
As for the water.. we have really hot water on Tuesday, Wednesday, Thursday, Saturday and Sunday and warm water on Monday and Friday which is enough for having a warm shower.
We have to say that we have lived long years abroad such as USA, Germany and visited lots of other countries and cities, some of them through Airbnb, and had experienced all types of accommodations, and we must say we offer a very fair price and service.
We are happy to help our guests with whatever they need starting from the time they arrive in Ankara. We recommend shuttle services which we have no commercial relations with. When asked for, we arrange private shuttle services, and we are doing it with pleasure. Of course again we want to remind our guests, the shuttle service is only to pick you up from airport and bring you to the given address, that it is not a daily rental and that the guests are expected to be at the airport ready at the reserved time. Considerable delays are acceptable and the drivers are waiting for the guests but soon they must drive and pick up other guests. If they wait for the guests more than 2 hours, which was the case with your family, at least the guests should say sorry. The shuttle service pays more to the parking at the airport than you pay them for the service (60TL = approximately 20USD for a 4 sits standard auto such as vw passat or renault fluence). In such a case the company requested us an extra payment which we have not reflected to our guest. Once again when it is said that we were not interested in your family's request, for all the little things we have done, for our genuine efforts we feel upset.
We can tell that both your mother and your sister are lovely people from the limited time we have met, we are sorry for the disappointment we may have caused, and wish them better experiences in their future travels.