I feel these are very unfair comments - my feedback below: Guests were nor tidy nor clean - which is particularly important in hot countries like Malta, where ants would be drawn to food left uncovered and / or dropped on floor and not picked up. The whole apartment is also equipped with insect screens on all windows and doors. No other previous guest complained about this. We also do not think the pillows smelt at all - and if clients had mentioned it during their stay, we would have immediately replaced them with new ones. This would have been easily resolved should the clients have mentioned it during the stay, rather than complain once they left on the site. Unfortunately guests booked and paid for the apartment, without first checking if it had a lift, which they actually required. Instead of cancelling the reservation, I feel they stayed and raised other complaints to cause unnecessary issues.