We are truly sorry for Martin‘s bad experience but we also don‘t understand this whole situation from his side, because we only had good feedbacks from our previous guests, who are happy at our place. As everyone could and can see we get high rates on the flat‘s cleanness and no complaint ever was made on any smoke-smell. We are non-smokers and it is our high-priority to keep the flat a non-smoking one, too. We have cleaners who come before and after every guest, making sure about this well.
It has not been stated anywhere that our apartment is front of a park but close by which is true. Just because a tree is a park for him we think noone else can be blamed for it only his imagination. The balcony is usable and used by many of our guests according to their feed back. We are also sorry he could not sleep, we have again, not heard anyone else complaining about it as the bedroom is facing toward a silent courtyard. The apartment is fully equipped and we also tried to satisfy his extra needs right from the beginning.
Our neighbours are very social and nice people who are also always there to help in any case if needed, as it was experienced by others before. This is a private house with private homes, so in case someone is loud they have the right to make a notice about that.
I indeed was about to do a refund, because I did not want to quarel eventhough I also always wrote to him that we do not agree with anything he was complaining about (as one of his biggest problem was the lack of pepper and extra special pasta bowl –eventhough we have many in the flat-). He even asked us to cancel his reservation afterward he left. We were wondering, if he is the one who left, why is it not him who acts upon his decision, but asking us to do so. It was his and only his decision to leave. Beside all, he twice threatened us that if we do not pay he makes further steps, so afterall we decided to rather contact Airbnb about this case what to do and suggested him as well to turn to them. Finally, we did not have to pay. We are deeply saddened and feel ashamed by his words and find it terrible that we have to defend ourselves because of what his sting caused. We feel he might not have made his judgements on facts but only on his tastes and not on the truth, as it can be read that our previous guests‘ reviews are completely different.
We were doing our best for him just as what we are always doing for everyone who is coming to our place, making their stay a pleasant one by our flat’s comfortability, with our help, fulfilling all their needs and doing the maximum we can for them.