First, I want to thank you for the kind comments regarding the apartment and I want to deeply apologize for the inconvenience you faced during your check-out.
Indeed, customer satisfaction is my main concern and I am very disappointed you did not get the experience you deserved.
I have personally investigated on the events you mentioned. It seems due to unavailability, it was not the agent from the concierge service company who has realized the check-out but the cleaning team.
This does not justify the attitude of the lady nor the accusations you have been the victim of. I have already express to concierge company that this kind of behaviour in front of a customer is clearly unacceptable. They promised me they will make sure that this situation does never happen again.
I have also noted the problem you faced with the Wi-Fi connection. Please note that wireless internet connection is fully functional via our own internet box. However, the password was not mentioned on private part of Airbnb website. This mistake has been rectified.
In the future, facing this sort of event or any other issue, do not hesitate to contact me.