1) First of all, the owner of the apartment is my mother and we work together as a team, where which one do your job. She wasn't there to replace me.
2) The check in time was scheduled around 10:30- 11 a.m. The guest arrived around 14:20. Fransisca had to wait for the guest for almost 4 Hours.
3) About the adds: we have 10 pictures that show the apartment exactly as it is, without any picture improvement. In the advertiment, it is written that the we do not provide Internet and Wifi in this apartment. I strongly suggest that the guest read more carefully the announcement next time.
4) Unexpeted things happen (about the hot water and eletricity), and as soon as we were comunicated by the guest we try to solve the problem. We try to provide the replacement of the shower at the same day, as Francisca tryed to contact the guest for a hole day without success. leading to 1 day delay to enter at the apartment and fix the problem, While the problems were been solved, the guest was moved to another apartment without any additions charges (in the other side of the same street) while the electrician solved the problem.
5) The rates were applied following the rules of Airbnb website. No additional value was charged to the guest.