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It’s a bit unfair to make such comments. This apartment only locates on the second floor which is not ‘tall’ at all. If you had a doubt with this you should have checked the features in Airbnb whether this apartment suits someone with mobility problems. The instruction for getting the key is clear enough as no one has ever complained about this. In addition there is a phone number in the instruction just in case if anyone had any problem opening the door but I did not get a phone call at all so I thought your Mum was able to open the door. She should have let me know first rather than had called your brother. The lock on the toilet works absolutely fine, and I really have no idea where such comments came from. One last thing, all curtains were on the floor when I checked the room. I was terribly shocked by this as it never happened before. At least I expected your Mum to let me know this before she left in order to give me time to fix it. Since I didn’t know this and I had to call emergency spending £100 so as to provide good condition for the guests checking in in the afternoon on the same day. If you think any the above comments is not fair or untrue, please do let me know.