We tell all our guests to call us from the Free phones at the airport. Then we meet them at the flat approx 1 hour from the call. When we met this father and daughter, they seemed to be unhappy with each other and decided it would be easier to take it out on me instead. The daughter was unhappy about everything before we even arrived. Therefore, there really was no pleasing her, as much as we tried.
As for the keys, we normally have two sets of keys for our guests; but often the previous guests forget and end up not leaving them in the flat. We now have a policy that we only offer 1 key to guests; if we can get them extra keys, then we try our best. The guest said that it should be so easy to have the extra key... but I didn't expect that it was missing to begin with. So even though I gave him the extra key and tried to make them happy... they still need to complain. This group was more than difficult to please. For sure I did not have an argument with my guest; we just don't do that.
Now TV is one of the largest companies in Hong Kong and it also supplies the wifi for the flat; they were one of the first cable companies in Hong Kong and we have always used them, just as over 6 million people and more use them here.
Yes, the other flat was not available; but I told them early that their was a change and that we were upgrading them to a much better and more convenient flat in the main part of Central and they agreed for it... but again have to complain once they left. There was just no pleasing this guest. But before he left he called me and told me what a wonderful time he had and how he enjoyed his stay and the flat was great. He talked about the great time he had for over 30 minutes.