We would like to react to Talib's review as everything mentioned therein is subjective to say the least but mostly just accusations and exaggerations. We did our best to be flexible and accommodating and we feel that all this negativeness comes from the fact that we politely asked Talib and his friends to keep the noise down when we received complaints from the neighbours following their first night.
First of all, we are sorry if the driver or the person picking them up at arrivals didn't speak English, but this is out of our influence and their only job is to bring them to the right address, which they did, and thus delivered the service flawlessly (we are not sure what Talib meant by lack of understanding as there was none).
The statement that they had to wait (Phone number hidden by Airbnb) minutes upon arrival is simply not true, and they were fully aware of the fact that they were let in the apartment way ahead of check-in time as an act of kindness, as we always try to make sure to provide our guests with the possibility to leave their luggage even if they arrive early. However, we definitely cannot do this before the previous guests depart, hence the little waiting time that might occur in cases like this. The apartment did of course have to be cleaned, and Talib was duly notified of the conditions of baggage drop-off, namely that the other guests are leaving just as they arrive and the cleaning lady can only start work then, but that they will still be shown everything and given the keys so that they can leave their luggage and return anytime after the cleaning is done. In spite of all this, instead of just dropping off the luggage as agreed, Talib and his friends stayed more than half an hour, keeping the cleaning lady waiting and making it impossible to properly proceed with the cleaning.
As for the information collected upon check-in, it was clearly stated that it is needed for the authorities and not our own purposes. We operate legally and in Hungary the regulation is to collect these details from guests as a basis for the tourist tax. This is the same process guests encounter in every hotel, where they would even have to leave their passports at the reception.
The most sensitive issue that came up during Talib's stay was with the neighbours, and since our relationship with the tenants is very good, we can be sure that they only notify us if there really is an unbearable situation or noise. In this case they complained about very loud noise at night and also in the early morning waking them and the children several times. We tried to communicate this in a very polite way to Talib and his friends, and asked them to respect our neighbours and house rules, but since that was the point in our communication after which we barely received any reaction to our questions, we think that probably this is what made Talib to intentionally give us a bad review.
As for the lock, it is not broken at all and Eva explained to them in detail how it works, and we have had several North American guests before with no complaints whatsoever, nor do other tenants have a problem with handling it.
The remark about how safe the area is is just unacceptable, as the apartment is literally in the centre of the centre, which can be seen from the Airbnb map and is also crystal clear from reading our previous reviews. Finding it unsafe during the night would mean that the centre of Budapest is not safe, and thus Budapest as a whole is not a safe and tourist friendly place, which is of course nonsense, especially considering the fact that Budapest has been and is amongst the most popular tourist destinations nowadays. A simple (Hidden by Airbnb) search, talking to people who were in Budapest before, or simply reading our reviews would be enough to refute this unfounded statement.
Lastly, we find it important to stress the fact that we are always open to comments and constructive feedback on our work and apartment, and believe it to be a great opportunity to improve, but we cannot leave without a response one that is based on baseless accusations and personal resentment.