Many thanks for your comments and we are very sorry to hear about the problems during your stay.
We have spoken to the owners of the house who are responsible for the arrival arrangements and cleaning the apartments and we informed them of the problems. We do have circa 50 arrivals per year at the property and I have to say that thankfully similar problems are extremely uncommon. But this does not lessen the problems you describe and for any inconvenience we apologise.
We would however like to please make a couple of additional points about this:
As soon as you spoke with us following your arrival we spoke to the owners who came to the apartment immediately to resolve anything you were unhappy with in the apartment. As you were not at the apartment the owners informed us and we wrote you a message to ask you when would be convenient for you for them to come around when you were at the apartment. You did not reply to that message. Perhaps this is where a misunderstanding arose about what actions were required.
Regarding contactability, the owners do not know why you were not able to reach her at the time of your arrival and she thinks there must have been a fault with her phone, however she was at the property / in the very close vicinity and expecting your imminent arrival. As soon as you called our guest hotline we got in touch with the owners on your behalf and they came immediately to let you in. If you had called the guest hotline sooner, this would have avoided having to wait 90 minutes. The guest hotline is provided clearly on all booking documentation.
Best regards, Dan