Dear Mrs Anne, I am completely dismayed, speechless and deeply saddened after reading your commentary, and the same goes for Touria, Rachida, Abdou and Jalil, all of whom which were at your utmost attention at every moment of your stay. As you already knew through our correspondances before your arrival, I had to leave Essaouira to attend a funeral in my family and when I returned, my staff brought back to me all the good of your visit during which you did not make any derogatory remarks (apart from the fact that you were cold), nor requests for comfort improvement, on the contrary, showed your satisfaction in front of my staff. Our rooms are clearly not equipped with permanent heating (and you knew this before you came), but we have provided you with an extra electric heater that will have run 24 hours a day during your stay, even though you kept the bathroom window open and the door to the room open! Specially provided with a set of three thick blankets! Make a chimney fire every day and you were sitting next to it! How can you say in a capital letter that "ALL IS FALSE"! You were sitting next to the burning fireplace from the first day you arrived! We helped you every day to go up and down the stairs because you would have fallen in Marrakech (...) and had difficulty walking! Helped to get dressed before going out because you also had shoulder pains! We have also graciously offered you a luggage carrier who guided you to the Riad without difficulty. Yes! Yes! it was unusually very cold in Morocco while you were in Essaouira. It even snowed in the vicinity. From memory, it will never have been that cold in Essaouira. You have meant that you just arrived from a hot place (USA) and you were cold, I understand it (I am about your age and have often travelled from a very hot place to very cold, with temperature delta above 70°C but never it came to me to complain about my fate since I chose to travel so! and it's part of the trip!) but also understand and you should admit that we did our best we could to make your stay as pleasant as possible and we assisted you as much as we could to make your stay as pleasant as possible. How can you also think and write that I was not the person who corresponded with you! What right do you have to write this when I was your sole interlocutor until you came to the Riad! You even contacted me while I was at the funeral ceremony and replied immediately during this mourning! Dear Ms. Anne, I'm very sorry that your trip went so badly for you and really, my team and I are completely stunned by your harsh commentary, whereas so far we've had nothing but praise on the ground from our travellers, as the comments (230) generally testify. And, if it is for your peace of mind, I am ready to receive and invite the visit of Airbnb's fraud department to verify the authenticity of the Riad with regard to its announcement and its price! Thank you!