Thank you for taking the time to leave a review, Maria.
While I can understand your frustration about a few maintenance concerns you raised during your stay, we did try our best to resolve the issues immediately on the spot. Unfortunately, due to your hostile stance and approach, we found it very difficult just to do our job as you would expect.
We always respect our guest’s privacy, we wanted to carry out the maintenance to ensure you had an enjoyable stay, but as you did not respond at the time we had agreed, our team was already onsite and took the decision to fix the door handles in your absence. Nevertheless, we do apologize for the minimal intrusion.
Our team manages over 100 apartments in Dubai, our overall review score is 4.5 out of 5, so I hope are assured we set out every day to ensure every guest is satisfied. We take all guest complaints very seriously, in this instance we were not allowed to conduct our delivery of service in the usual manner.
The Dubai authorities introduced 5% VAT tax payable from 1st January 2018. Unfortunately, we have been forced to now collect VAT for the government for all stays from this date regardless of when the stay was booked. This new tax has caused a little friction for our guests, we have done all we can to ensure our guests are aware before arrival and we also comply with the local laws.
We have agreed on a fair compensation via Airbnb to close this matter. Your feedback will certainly help us improve the quality of our products and service from our team. We hope you will be able to restore your trust in our services and give us the chance to host you again in the future.