This is an unfortunate and disappointing review for us. Having been a host on Airbnb for 3 years now, I have never received a bad review, nor have I had such a negative experience myself. It is disappointing that Charis had a bad experience staying with us, particularly as the issue appears to only relate to the guests being locked out of the apartment due to a misunderstanding of the instructions that were left.
We believe that clear instructions were left, stating that the one key you were given opened the deadlock. Furthermore, we included an information booklet in the apartment which advised that all that was necessary to lock the apartment was to pull the door closed behind you. We have provided the same instructions to 12 guests at this property and have not once had this issue before.
It is unfortunate that you misunderstood the instructions, and that you were locked out late at night, however my husband and I took steps to deal with this situation promptly and professionally. We were able to have you inside the apartment within half an hour of being notified, which was difficult given that this occurred at 11.30pm on a Saturday night while we were not in town. This required us to pay for a 24 hour locksmith, exceeding the cost of the booking in the first place.
Despite some hostility from your end over the phone, we checked in with you the next morning to ensure that you had enjoyed your stay. I was disappointed to return home the following day to see what struck me as a pretty passive-aggressive act with you putting tape all over our door handle.