Hi Onno,
The apartment was cleaned thoroughly before check-in, and when you expressed that it was not clean enough for you, we had immediately sent someone to clean the apartment again.
The situation as mentioned by you is untrue and certainly not as bad as it is made out to be.
In fact, we are not very surprised that this is coming in especially after you had lost the room keycard for the apartment, and at check-out time, refused to pay the fee/security deposit for losing the keycard.
Ultimately we explained that we needed to collect the fee from you to replace it and perhaps you were not happy about that? That is not right and not fair to us.
We hope that you understand that in the hospitality industry, losing a room key or destruction/loss of property within the room results in losing the security deposit. This is standard practice all over the world.
We take reviews of our property seriously, but we do feel we need to defend ourselves if guests use it to express grievances just because we decided to act on our policy.
We continue to maintain a high standard of management of our property and provide a good service as much as we can.
Regards,
Gideon