It is in our great disappointment that Marina left this negative review for her stay at our holiday apartment. We have been hosting people from all over the world and we did our best for keeping them happy all over the years,even at times where airbnb was not founded yet. Unfortunately, it is not possible to keep everybody happy in this world and Marina's case is a good example.
We realize from the first minute that Marina will be a demanding guest, therefore we took extra care to handover the apartment clean. However, it was not possible to predict that the day before a sandstorm will hit the area. That resulted all the tiny openings in the house (i.e. under the main door, toilet ventilation etc) to act as the gateway for small amount of dusts in the apartment. Something which can be easily cleaned, without too much hassle. We apologize to Marina from the first minute on her disappointment and we acted immediately to refund her the full Cleaning Fee of £25 and we added as a hand of good will extra £5 for distress. We never wanted our guests to have a bad experience in our apartment, therefore we proposed to offer extra money as initial compensation on our guest's disappointment.
We anticipated the fact that Marina's is an unexperienced user of airbnb, and that is an example that she has no experience of leaving in someone else's house. Furthermore, the pictures which were sent to us were from locations where someone will intentionally look for dust and dirt i.e. behind the bed (!), behind the toilet (!), on the aluminum door (!) and the guides on the aluminum window socket (!). Someone with common sense will understand that the selection of pictures (hence the source of disappointment and negative feeling) were pointed to areas where a sandstorm will not think twice to visit.
As it is a bad experience for us as well, some lessons can be learnt and for sure we will not accept requests from people with no reviews on their profile, at least as a security measure of our reputation. We send our deepest apologies to Marina that she felt disrespected in our lovely apartment, and we want to let her our that it wasn't intentionally.