Hi Abby! Thanks so much for taking the trouble to review my apartment - it really does help me to improve future guest's experience. One of the main reasons I use Airsorted to manage my flat is that I couldn't compete with them myself in addressing the quality of the guest experience. They clean my apartment and service it to hotel standards, and the linen provided is professionally laundered, and this is reflected in the very kind reviews given. As to communication, please be assured that I keep a very close eye on all airbnb correspondence between guests and Airsorted, and although there is very little that they have to refer to me I am always looking over their shoulder to ensure the very best experience for people who have chosen to stay at my flat, and indeed will communicate with guests directly whenever that is called for. I also note with thanks your other comments, and will take appropriate action. Thanks again Abby - I hope you enjoyed you stay!