Réponse de Jevgenia & Axel - TheRevalVacations :
Aurelie had booked a stay with us at the Old Penthouse Carpenter Suite, a beautifully restored apartment in our building from 1650, part of the World Heritage of the Old Town of Tallinn. We hosted her and her friend.
After executing the booking for only one person, she belatedly complained about the fact that as clearly stated in our listing and by AirBnB if entering the correct amount of persons accommodated that two or more persons per night would be charged accordingly with an additional EUR 42 per person per night. The Penthouse is a 78 sqm, fully equipped, well maintained two floor apartment with a fully equipped kitchen, one full bathroom and a guest toilet, privacy and quiet above the eaves height in the absolute centre of the Old Town of Tallinn, of course, this is not a basic banlieue apartment or low level environment, and therefore not priced as such. We did, provide as a courtesy even provide a complimentary discount of 18% or 40 EUR to avoid any tension and conclude the matter. We also personally checked the guests in comfortably late at night due to their late flight into Tallinn.
Unfortunately, that did not end it:
Upon the day of check-out we were advised that the guests had overslept and would not check-out at the standard 12 p.m., which can of course occur, though given the size of the apartment it stresses and stretches maintenance and service staff considerably in preparation for subsequent arrival. More importantly, we were advised via SMS that supposedly there were no bedsheets. When checking this immediately at 12:15 p.m. in person, we were astonished to find the French guests to advise us that in Paris the existing fitted high quality bedsheets we tend to use (and they were, of course, on the bed) would not not be considered sufficient bedsheets at all. Contrary to that allegation our beds are set-up like in any leading hotel, whereas we do not apply a second flat sheet on top of the (more expensive) fitted sheet, as some 5 star hotels tend to do for another layer of luxury. We do use large comfy, high quality pillows, decorative cushions, seasonally adjusted premium egyptian cotton duvets, duvet covers and bedspreads (as can be seen from our pictures).
As a mixed German-Estonian family we travelled the world for 30 years for business and leisure, and have stayed at many places ourselves, our vacation rentals are ancillary to what we do in property development and we tend to have guests from all over the world. We have not often been treated with such disdain, notably, from people who either without reading or deliberately booked, complained, were then offered a complimentary discount and again complained whilst they were late (and complained about something that if it had been raised upon the late evening check-in or at least the next morning, we would have addressed).
We have had many French guests and many from Paris already, this uncouth behaviour was a first. Aurelie has shown her true colours and her review is just the icing on a cake. Please have a look at the 249 reviews we have gained since hosting in this community, more than 84% are five stars, another 14% four stars and we go above and beyond for our good guests with tips, tricks, guidance, assistance or services from restaurant reservations, catering, housekeeping, local guides or simply joining up for walks around the Old Town and drinks. Statistically a few curmudgeons amongst guests are to be expected and one should let this go. As this is AirBnB, we at least are allowed to set the facts straight. Aurelie as a guest is not someone we can recommend.