Dear Ma Coco, Thank you for contacting us on this matter. We looked up the incident with the glass and the neighbours, that you have reported to us, and because of these you would like a 50% refund. During your check-in you were informed that one of the windows in the bathroom doors is broken and we arrenged for the next day that a repairmen would go to your apartment and fix it in 20 minutes. On the 29th of June, the technician for the glass repairs, was schedulded to come to you at 9:00 Am, but due to a traffic jam he couldn't make it in time,he would have been late 20 minutes, and you told us, that you can't wait for him because you set up a sightseeing tour with your group. When asked if he came back in the evening to fix it, your group said no, since your sightseeing tour / programme would last longer, so we agreed that the technician would come next day at 9:00 Am in the morning again but you said you don't have time for it.Also when asked that if we can go in to the apartment with the repairman while you're not at home, you didn't give us your permission to enter the (Website hidden by Airbnb) that we didn't receive any calls from you about the broken glass. So it is not realistic, that your compensation is based on a broken glass that you did not let us fix on numerous occasions. Your contacter called me on the 30th of June around (PHONE NUMBER HIDDEN), because the neighbours where too loud in the early morning hours ( 4:00 AM) and you couldn't sleep at all, because of them. On the same night one ouf colleagues went out to check the these neighbours and tell them that they are being very rude to the neighbours and also disturbing the peace of the whole neighbourhood because of their behavior. As soon as my colleague got there,they didn't find any trace of the neighbours you mentioned. After that we didn't receive any calls from you regarding this matter. We tried everything, to make your stay as enjoyable as possible, and divert the problems you reported to us. We also told your neighbours to keep it down, because other people are living also in the neighbourhood. Aside from telling them to stop their behaviour, we couldn't do anything regarding this matter. We are very sorry about the disturbance caused by the neighbours, we did what we could do according to this matter. Since you called the police they should have been given a warning about this, and we also notified the neighbours in question about their behaviour. Regarding this matter, this was all we could do, notify them and also the police about their behaviour. We cannot give a refund, since we did everything we could regarding these problems, the broken window we couldn't fix because you were not willing to let us in the apartment with the reparmen so that we can fix it. We couldn't do anything else about the neighbours aside from tellin them to behave and the police also couldn't do anything about this. Because of the circumstances we won't give you a 50% compensation.
Customer Service Office