Dear Benjamin, thank you for your feedback. Please accept my sincere apology for the inconvenience this may have caused you. We always strive to provide the best service to all our guests and on this occasion, we did not exceed your basic expectation. We promise to investigate the matter of all the mentioned issues that were brought to our attention, and we will make sure it will not happen to any of our guest in the future. Please kindly be advised that as per our policy we don't do refunds. We fully apologize for not meeting your expectations.Please kindly give us a chance to host you again and make it right. Kind regards,Max- Team