Response from Lucile:
It seems that Ravisha and her family did not book through the right site for their journey. They were expecting hotel-like services such as new sheets and towels daily and they had not reviewed carefully the pictures of the ad and the matching text. In fact, the pictures clearly showed the display of the apartment, the stairs and the rooms. For a 5 days stay, a large extra bath towel has been provided for each occupant upon request and help has been given to them to lift their luggage from street level to the elevator. It is true that the elevator is small, as in many Parisianhistoric buildings but it exists (remember the bear dance saying and apply it to the elevator in such a building: “It’s not how well the bear dances, it’s just a wonder it dances at all”) and one cannot be held responsible for it, in particular as the ad mentions that the access for disabled people is very difficult. Despite, two people and a suitcase can fit. Last but not least, the optional cleaning fee Ravisha had elected includes the cleaning of the apartment at the end of the stay, the loan of the bed linens and bath towels, as well as thecleaning of all towels and linens at the end of the stay. Ravisha and her family left the apartment in an unbelievable level of dirt, pictures were taken and Airbnb agreed to retain a fraction of the deposit, may it be specified, for the first time ever since this apartment is available on such site.