Carl and Helena arrived at our apartment about 6 pm, when everything pleased them, having raised us several questions to which we answered and we helped, we informed that in those days the door lock of the building was in repair.
We spent about 1 hour making the presentation of the apartment, the local services and exchanging various impressions.
So far, everything seemed fine to them.
About 2 hours later they sent us a message saying that they wanted to leave the apartment because they did not feel comfortable with the place and asked for a full refund.
We confirmed that we would make the refund, and we asked them, since they did not intend to stay, to leave it immediately and as it was found, clean and tidy, and we were told that they would certainly leave the apartment clean.
This did not happen, since they dined in the apartment, left a garbage bag full that caused a bad smell, and they should at least have taken to the containers for the purpose.
They left the dirty floor in the kitchen area.
They consumed a drink that we always offer our guests, and if they did not want to stay in the apartment it would be correct that they had not.
They used the bathroom, consumables and towels.
They asked for the full refund of the reservation as if they had not used the apartment which was not true, which is why we were only able to give back 50%, and we still had to clean the apartment again, and we could not have new guests on these dates.
Sadly, this unpleasant situation was totally new and unexpected for us since we are hosts, and we have already received more than 90 guests with no problems.