Dear Madeline, thank you for your reviews and your words. It's really important for me to improve everyday the guest experience to my flat.
I am really sorry you had this inconvenience at your last night in my flat :( Unfortunately, you contacted me at 00h and I was already sleeping, I didn't saw your message.
As soon I woke up at 7h20 I wrote you to give you assistance and also send you the picture for the electric panel.
I am really sorry too that the informations about the power capacity in Italy and the electric panel location was missing at check in time, my apologies.
On the other hand, regarding the washer machine, I am not agree with you. If the power go down or you are not able to open the door, you can wait the morning after that I am able to help and then, finish the cycle and open the door normally. Did you program to go in a laundry at 00h30 ?? Sorry but it is a little bit strange as well ..
I think you broke the handle of the washer machine because you weren't able to open the door and you absolutely wanted to check your clothes before to leave. If you had waited for my intervention the next morning, all this would not have happened. Some issues can happen everywhere Madeline, it is out of my control in this case. Regarding your closing, as we were able to open the door, we bring them to the Hostmaker office, as you said you have a friend in town coming to pick them. We didn't clean them or dry them by ourself because you didn't want to accept the refund, so it was already a favour from us to bring back your clothes to the office.
I sincerely think that the refund I ask you is totally right.
I hope the next experience will be better for both,
Anyway I wish you the best,