Thank you for your review. We welcome constructive feedback, both positive and not so positive. We are sorry you did not enjoy your stay. This is the first time in 40 reviews that we have received such negative feedback, so we are keen to understand what went wrong for you.
We have managed to translate your response, and we do need to address a few of your points:-
You said that the communication from us was poor. We have never received poor reviews for communication before, so I am sorry this was your experience.
It is fair to point out that we sent you the information you needed about accessing the flat the day before your arrival via the Airbnb messages (you can still see the message in our responses), which is usual practise, as there are other residents staying there before you.
We feel it is unfair for you to blame us because you were not able to access your Airbnb messages during your journey.
I am sorry that I missed a call from you when you arrived at the flat, but I called you back within 5 minutes and gave you all the information you needed over the phone too.
In addition, our co-host left all her contact details for you if any problems arose, but you did not contact her or us.
2. Broken toilet and shower.
Our cleaner reported the toilet seat had partially come off when she cleaned the flat after your stay. Thankfully this was fixed by simply pushing it back in place. I am sorry you were troubled by this.
The shower can be temperamental, but it is electric, so the hot water always comes through after a minute or so. It has been in normal working order since it has been checked after your stay.
3. Kitchen lacking pots and pans.
We were confused by this one. The kitchen is fully stocked with crockery and cutlery and pans, and we leave tea/coffee/milk/Welsh cakes during your arrival. The fridge is not broken, but the light in it is faulty, so my apologies for this. You mentioned that the fridge was on day and night, using electricity. Fridges are not designed to be turned on and off.
4. Clean towels and bed linen.
As with all guests, all fresh bed linen and bath towels are provided. The cleaner offered to change all of this for you, and left her contact details. I also sent you a message mid-way through your stay to ask if it was ok for the cleaner to come in to do this, but you did not respond. Some people decline this, so we always offer.
I am sorry that you did not let us know about any of these problems during your stay, when we would have been able to address them for you. We are promptly available via Airbnb messages, on the phone, and there is free Wifi in the flat, so it is surprising that you are only highlighting these problems for the first time now, when it is too late for us to do anything about them.
Best wishes for your future travels,