First of all, I want to thank Dmitri and his family for choosing us. In contrast to what he said, Dmitri and his family have never met me (Omry). They met my great co-host, Adi.
Adi came especially to meet them and to give them the keys because of two reasons: The first, if we have the option, we meet our guests in person, show them everything, and hear if they need anything. The second, because our key locker was damaged, we didn't have the option to leave the keys in the gate as we sometimes need to do. That's why Adi had asked a few times when does the family come, and the family was late to the first and the second time that was set.
Adi waited for them in the heat outside for about an our. She is not the one that should apologize, and the flexibility issue is just and excuse for them, because they were late.
About the linens - I was asked 2 months ago if I have linens for the sofa bed and the answer was yes because we do have. We didn't understand from this question that it has to be made without them asking it. Unfortunately, Dmitri started to shout and made a big deal out of it, while, as he said, this thing was solved immediately. I am sorry he chose to react like that. It was unpleasant and offensive.
We will continue to give our guests the best hosting we can and the best value for their money.