I encourage guests to read the other reviews of this apartment because this is the only negative review we've received. And we believe it says more about the guest than about us.
Our honest impression of the guest is she's one of these people who doesn't travel much. But when they do, they expect the universe to bend over backwards to please them, for a very cheap nightly price (our apartment usually rents for twice the price they paid). In other words, they have exageratedly high, unrealistic and entitled expectations, as if they were staying in a luxury hotel.
It started from the moment she booked, when she demanded the apartment information "right away" because she needed it to book with the airline, which we actually provided within minutes. She also found reasons to complain about the air conditioning being too cold and expected someone else to adjust it for her, even though there was a remote control in each room which she could have easily adjusted. She was one of these people whose mission is to find something marginally negative to complain about.
Then, to clarify her comments:
- Internet card expired: First, we buy internet cards for guests as a way to help them avoid the long lines to get them. We apologized to the guest about the alleged expired card and effectively refunded her the money, but we're not really sure if the card was really expired. She could have very easily been duped by someone who told her the card was expired just to sell her another one. We bought the card at one of the official Cuban government telecom stores, and we've never had an issue with it before.
- Water bottles: There's a charge for the water because bottled water costs money. This is specially true for the very low price this guest paid to stay at the apartment. Any other expectation is unrealistic and entitled.
- Ants: We never get ants, but there were some when Coleen arrived, likely from the rain in those days. We apologized and sprayed them for her and the issue was quickly fixed.
- Stairs: The listing accurately mentions stairs must be climbed. And the pictures in the listing show height from the ground. The apartment number is not publicized on the listing as per Airbnb rules, so it's unclear why she mentions it in her review as a negative. If she could not manage stairs she should have found an Airbnb on the ground floor and also have to deal with the lack of privacy and noise that comes with staying on the ground floor in Havana.