Dear guest
I am very sorry to hear that our apartment was not what you had expected and was not on the ground floor. The advertisement clearly states that the apartment is located within a small complex over 5 floors, and the photos showing the view from the balcony would indicate that the apartment is on one of the upper floors. However from your feedback, I have now updated my advert and have stated its exact floor level so that this mis understanding will not happen again. Regarding the lift, this has never been in operation hence why no lift is mentioned in the advertisement. The reason why this does not work is because the complex is still connected to the original power supply, although this is changing imminently. The apartment is also listed as not suitable for guests with disabilities. Had you have advised me of your severe heart problems, or even asked which floor the apartment was on, I would have been very honest with you and would have told you that our apartment would not be suitable as it is on the 4th floor.
Once again, I am sorry that our apartment did not meet your requirements.
Kind regards
Sarah