Dear Guests, I am very sorry that you had not a wonderful stay (April 17 to 22) as all the guests that I have received in this years until now (just read the reviews in the specialized sites that are all 5 stars reviews).
In your case, I would like to inform you that the apartment upstairs has done the work of emergency due to a sudden damage of a water pipe, and the works of emergency can not be programmed. Unfortunately these works were made during the period of your stay, respecting time bands required by law to not disturb others and is not required by law that this kind of routine maintenance work must be communicated to the other, so I was not in knowledge.
The works were completed, and after your stay, I had new guests, who found no noise and have spent an extraordinary week. And still other guests and new guests today.
I received your complaints only on the day of your checkout (April 22, 6:15 am), and so I could not find any solution to your complaint since you were leaving.
My behavior, however, was very thoughtful as to all my customers, in fact I have sent you an email on April 18 (the day after your arrival) at 11:18 am, to ask you how is going your stay. At this mail I never received any answer or complaints. If I knew you were not staying peacefully, I could move you into my other luxury apartment, Piazza Augusto Imperatore Luxury Home, so you can spend your vacation at the best.
I love to create with my guests a cordial and sincere relationship, to ensure that they can spend a memorable vacation in my apartment and therefore it is important to communicate our feelings, even with a simple mail, so that any problem can be solved immediately.
As for your checkout at 6.15 am, as written in the rules of the house (also here on Airbnb), since that time it is outside the normal hours of checkin and checkout, there is a supplement that I have not charged you considering making a courteous gesture, also because is only in that moment that I received your complaint.
I hope to have you again as guests in one of my apartments, I will reserve anyway for you a special treatment.
Customer focus, fast communication and attention to detail are the success of Piazzadelpopololuxuryhome.