Serena, was the worst guests we every hosted at any of our establishment. the building have secure parking, the fact that she drove around midnight in areas that are not save, can not be blamed on us as the hosts. We requested feedback on where this incident took place, but not information provided. Also the Maboneng Precinct have 24hour security monitoring and foot patrols. The apartment building has two laundry facilities, one self service and the other one a commercial laundry. The building has 24 hours CCTV monitoring on all floor and 24 Security guard on-duty with a controlled access control to the building. This is a new complaint and Serena did not highlight this during her stay. There is no reason or Serena to feel unsafe at any time. Serena's compliant abut cockroaches in the apartment is unfounded with no evidence. What she did found in the apartment was two little bugs that were about 1mm small, They were still there the next morning when we arrived after they checked out. The apartment is thoroughly cleaned after every guest. Serena's requested a refund on the basis that there is not laundry facility in the apartment, but we made it clear when she booked the apartment that there are two facilities available in the apartment building. Because we declined her request, she brought additional complaints that could not be substantiated. Serena's rating of this apartment is unfair and we had many AirBnB visitors that rated our apartment very highly and clean, comfortable and safe.