When Lukas applied to rent the flat, we informed him in advance that there would be guests staying in the upstairs unit and that, due to the wooden flooring, some noise could be expected. As a general policy, we do not rent both units to unrelated parties and usually reserve this arrangement for larger families requiring additional accommodation.
This information was clearly communicated in writing at the application stage. Lukas was advised to proceed with the booking only if he was comfortable with these conditions, which are reflected in the application records on the booking platform. The booking was then confirmed. We also contacted the booking platform to ensure that the message had been read and understood, which was confirmed by the platform.
Upon arrival, Lukas requested access to the main house; however, his confirmed booking was for the flat, which accommodates four guests, and not for the house, which accommodates eight guests. The accommodation provided was exactly as booked and paid for.
Following further communication and the sharing of the relevant information, including the listing details and prior correspondence, Lukas acknowledged the clarification and apologised for the misunderstanding.
The air-conditioning unit was in working order during the stay. After departure, it was noted that a pipe had been dislodged and required replacement.
We take great care to ensure that our listings, photographs, and communication on the booking platform are accurate and transparent, and we regret that this stay did not meet expectations despite these efforts.