It is unfortunate that Shannon and her daughter were disappointed. However, let me provide some further information that will provide better context to the events on that day.
As Shannon confirmed, I was engaged with her from the outset responding to all her queries. Shannon had requested an early check-in at the apartment. However, on the day itself, we were unable to arrange an early check-in as the previous guest, who was a patient, had taken a long time check out and the nature of the patient's condition required excessive cleaning of the apartment. I suspect our driver was perhaps less tactful in explaining this to Shannon and may not have conveyed the message correctly owing to the language barrier, however I am sure Shannon would not (on the flipside) have appreciated my driver taking her and her daughter to an apartment that was not yet in a satisfactory condition for check-in. I took the liberty of arranging for her and her daughter to be taken to our most expensive resort apartment, in the meantime, until her apartment was ready. This was an 'upgrade' as the apartment I was offering her to merely "Wait" at was our On320 apartment, which is significantly better than the one she had booked. We of course also offered for her to stay in the significantly better apartment instead at no extra charge. However, she nor her daughter even entered the apartment, so unfortunately, she did not allow us that opportunity to assist her. She can confirm the same by looking at our On320 apartment page on AirBnB.
Whilst Shannon has made some presumptions about our ethical conduct, I do not think these allegations are justified. We went above what was required to provide a space for her to wait until her apartment became available, but I can understand, considering her traveling circumstances, that she was disturbed by the sudden changes. Shannon, however, should be mindful that these were also changes that we had not anticipated, and we were doing our best to accommodate her request for an early check-in. It should also be noted that if I was engaging in the "bait and switch" tactic that she is alleging, I would not have such excellent recommendations as a host. If an apartment becomes unavailable suddenly, our efforts are spent on arranging accommodation that surpasses the standard of the initially booked apartment. We understand that Shannon was unhappy with the sudden changes, however we do not think it is reasonable to allege such ethical misconduct when it is not warranted.
Please note that we attempted to contact Shannon many times on her phone once the apartment she had booked was available for check-in however she did not pick up the calls.
Furthermore, we cannot accept Shannon's comments on the "cleanliness" of the apartments as she did not enter any of our apartments to make any such judgment.
All that being said, we cannot excuse the driver's behaviour if the events occurred in the way that Shannon has painted them. Whilst the driver has insisted that he was not aggressive as suggested by Shannon, we have since advised him that regardless, such behaviour is not acceptable, and a guest should never feel threatened, even if it is not intended as such.
We are of course deeply sorry that Shannon felt she was threatened, however we advise that all our apartment buildings are highly secured and safe and located in popular, well-known city neighbourhoods. We understand that new visitors to the country would not necessarily be aware of this and to avoid such circumstances in future, we will not be accepting requests for early check-in from guests in the future.