Dear Jean, I'm sorry you've had a hardship because of the stairs, but I never wrote that the house has an elevator (controls well, on the site of holiday lettings where you made the reservation, as on other sites where it appears my house, it is written clearly: SERVANT STAIRS for disabled and elderly people.
And the servant stairs was operating, you just had to ask for instructions, the key to make work it was in the key ring with house keys in your equipment.
You are not old, even disabled, you could ask.
You find a nice house, great location, friendly owner ......... seems correct to write that it is not recommended the apartment and use the title "not what we expected" only 34 steps?
Advertising is clearly written TYPICAL HOUSE GENOVESE. and typical Genoese houses have narrow staircases. E 'it is known.
We have been present for every request, even late at night or early morning.
You broke the door of the washing machine and we have not debited you euros for technician intervention and repair.
I do not find your opinion correct and in two years of operation is the first time that happens (read the reviews on Homelidays, please), for a very trivial thing, in my opinion. We put care and attention to our guests, always.
I'm sorry. You have not been guests we expected.