I believe that Lu's review is very unfair and deceptive so please take your time to read my review on Lu's profile to see the events from my point of view.
Lu made the booking 3 days before she arrived, and I was out of the country during her stay. Even though the house was cleaned before her arrival, I wasn't there to inspect it so upon hearing Lu's complaints I offered to refund their first day.
The whole issue escalated because my guests forgot the keys inside the apartment their first night and wanted to cancel. She mentions that I blocked the phone call, which is her interpretation of not being able to reach me via phone because I was out of the country. She claims that I didn't keep my promise to get the house cleaned one more time, which is false. If her claims were fair, Airbnb representatives that Lu reported us to would ask us to make refunds, which didn't happen.
The listing is called "Cozy & affordable Brooklyn apartment" and Lu was expecting a hotel with 24/7 service.