Dear Rachel, thank you for your feedback, it helps to improve our service.
We think there were a misunderstanding about check-in process; after confirmation booking we ask our guests through Airbnb profile to confirm arrival time. You wrote us that your flight arrived at 10h30am and then "but could let you know definite times as the date approaches" and as we haven´t had anymore information from you, we understood that you could entry at the earliest at 12h00am and the man who answered you is from Oxis check-in personal. Check-in 15 mn later could happen when we don´t know previously your approximate arrival time because we have to attend all of our guests. We are sorry about your perception of the apartment, it is a recently renovated flat and brand new. We understand your concern regarding the smell, it was an isolated issue coming from outside patio of building and we work for not happens again.
As published in our Airbnb advertisement, we provide basic kitchen utensils, towels and bed linens and paper rolls for your arrival and we don´t provide basic elements (shower gel, shampoo ...). Regards.