Hello Amina, we are sorry that this time around your stay did not go as smoothly as the previous ones. However I would like to clarify a few of your points for other future guests:
The pick up point for the keys is already previously indicated in the advert so that guests will be aware of this particularity first hand.
We are working towards finding a more suitable solution for the key remittance of this particular place, but for the meantime our best option is to make a rendez-point at our office and the flat is certainly worth the while.
The cleaning was arranged because you paid for it and if we did not do it you would be in prejudice.
Other host would have kept quiet and ignored the fact that you made two overlapping bookings, thus paying cleaning fees twice.
The message informing you that Housekeeping would come by was sent in the morning and the intervention was scheduled for the afternoon, thus giving you the time to inform us if that would be inconvenient or not. As it was so we cancelled the intervention and refunded you of the unnecessary cleaning service.