I have to respond to your comments because I really do not think it has been like yoy say.
I do not think the problem was for lack of English speaking. It was for prior communication. The contact information you have on Airbnb is wasn´t correct.
On the same day, just make your reservation (In July) you were sent a message by airbnb, asking you for your arrival to get in touch with Bozena, the girl that would attend. Faced with this, we did not get news.
A week before, I wrote you again, sending you an email with Madrid recommendations, contact numbers and exact address of the apartment and again asking you to contact with Bozena.
Two days before your arrival, Bozena wrote you a (Hidden by Airbnb) to airbnb contact phone, to ask you to know arrival times. Mobile phone that a month before, you had left in Canada.
Since we did not hear from you ... Bozena spent 3 hours waiting for you at the apartment. You called her from another phone. You had been traveling for a month and you had not looked back at the mail and the Airbnb contact phone number you had left in Canada.
If you are going to leave the phone in your country and you will not be connected in a month .. You should have advised us in advance. Facilitating us your other phone of trip and commenting to us that you were going to be a month without connection. That would have made things better. We did our best.
Finally ... In the information of the apartment we do not have the marked option of breakfasts, it is our detail that we have to give milk, juice and coffee but not a mandatory service. Our guests, usually eat breakfast out or buy their own breakfast, as I repeat, not a service we give.
We have not had any problems in the arrivals with any guest .. Since we take care of asking for the previous information .. I'm sorry to tell you, that it was not our problem, that they were a month without a connection and that the telephone provided to Airbnb, they would leave it in their country. So complicated to communicate.
Apart from this, everything was perfect and it will be a pleasure to welcome you again.
Thank you very much