A very sad review, which hurts us a lot, because we care very much about our guests and their satisfaction - as can be seen from all other reviews. This review is largely inaccurate.
What is accurate and what is not in Yvonne's and Elliot's review.
What is not accurate:
Firstly, Yvonne and her husband immediately disliked the apartment (or showed my husband they disliked it) because the living room has a mirror and in her opinion the apartment seemed larger in the pictures (they were two guests - and the apartment is 120 Sqm in size). Is it possible to honestly complain about the size in such a sizeable living space? In the pictures one can see that the living room has a mirror, so in our opinion there is nothing misleading or wrong in having a mirror, it just makes the living area more beautiful.
Secondly, we advertise a seaside Penthouse, that does not mean it is sea view, the apartment has no sea view, but is located 60 metres from the seafront (isn't an apartment located 60 metres from the sea a seaside apartment?).
Thirdly, the lock of the door opens from the inside without a key. The guests were in the flat for just 30 minutes, arguing and being very rude, and at no point did one of them leave the flat.
Fourthly, we have a welcome pack inside the flat which explains what to do and were to go, but the guests were so frustrated that they even ignored to look at it, even when my husband pointed that out.
Fifth, the area is not rundown, it is just part of the old town, so some houses nearby are old (Built early 20th century) - our block is one year old.
Sixth, my husband welcomed the guests, and in no way shape or form did he slam the door or was aggressive. It is not our style.
Finally, this bad review was a threat Yvonne and Elliot kept, "give us the money back or we will write you a very bad review". We instead involved airbnb, and airbnb told us that we do not have to give the guests the money back as we were right and provided everything and more than what was promised. So we were paid, and Yvonne and Elliot kept there promise of writing us a bad review.
What is accurate:
We give one set of keys when we are hosting two guests and two sets when we host more. If requested we do provide more keys up to a maximum of 3 sets of keys per booking.
There is a small construction site at the end of the road, about 60 metres away, The foundations have been built so it is no longer noisy as it beyond that stage. Please note, that Malta is experiencing a construction boom, so in every road there is at least one construction site, so this is very normal here. The construction site in our street is planned to be completed by early 2018.
We do not provide drinking water, except to those guests arriving at night, however please note that here are many grocers nearby open from 7am til 2200.
This was a very sad experience in hosting, the only difficult experience we ever had. Everyone does mistakes, and things can always be better, but this case in point we honestly got an undeserved bad review just because of Yvonne's and Elliot's miscommunication and misinterpretation.