Ответ от Nathalie:
I am very surprised by these remarks since the day prior to departure I received a text message from the guest's daughter saying that their stay had been amazing.
When the guests checked-in, beds were ready with fresh and ironed linen as they always are. Towels where ready for everyone, which is 2 towels for each of the 7 people. They were very easy to find since put on the buttom of the beds and I showed the closet in the bathroom where they could find extra one in case they needed. Toilet paper was ready in the two toilets.
Regarding coffee lack, I always provide many groceries, and honestly the guests had more than they could wish, including lots of tea and some coffee for the next morning. But I do not provide food for the hole stay.
AC is very unusual in Paris, and it is clear on my listing that there is no AC in our property. If communication had been possible during the stay, of course, I could have explained how to use the fans. We have Est-West orientation, so you can always open a couple of windows to get a breeze going.
Unfortunately, there is a strong heatwave all over France right now, and fans are clearly not enough. We are considering getting AC since heatwaves are getting quite common these last years, and not only during summer.
Anyway, I guess reading the reviews my previous guests wrote, one can see that this is a misrepresentation of our flat and all the efforts we do in order to offer a great experience to our guests. This renting has been the worst experience we ever had on AirBnB. I could never reach the guest and his family in order to organize their arrival, and could not get their personal email with Airbnb online help service when I asked, since they are not allowed to give it to you. I sent many messages but never got a mere answer, even the very day of arrival. At that moment, I just did not know what to do and what to think, since the phone number they provided on the site was not available. I thought something might have happened to them.
I had sheduled long ago a professional trip out of Paris but had to cancel it, since the professional partner I booked refused this check-in when not knowing at all what frame of time the arrival would be. So I was still in Paris, but busy when eventually they rang the bell … and were very upset because I was not there ! They just never let me know when they planned to come, despite of my numerous attempt to find it out. They realized that our flat is not a hotel with 24/7 check-in service. It will never be.
Because of this lack of communication, I had issues with my neighbours who complained since people are not supposed to stay in common areas as it happened, 7 people sat on the floor with a dozen of suitcases in the way.
I would definitively not recommand guests who do not read the messages you send them via AirBnB. It is a nightmare to organize the check-in and check-out, you loose time and energy.
In the end, one guest texted me how sorry she was about what happened with the neighbours, and added that "the grand parents aren't very technically savvy. They were not aware of the email system in AirBnB account". I wish this guess had helped them to understand that in no way I was responsible for the fuss of the check-in and the bad feelings it sadly caused.