I am shocked and disappointed to receive such review. The only delay in communication was when I was trying my hardest to organize the late check out that the guest had requested. Obviously that was a waste of an effort. Even though it didn't eventuate, but I put a lot of effort to try and make it possible. In regards to TV, no where I have mentioned in the description that we have a smart TV. All is said is that there is a TV. You can only complain if I had said there is a smart TV and then you find otherwise! If a smart TV was expected, maybe you should have checked before booking. I'm shocked to see you describe the place as grubby!!! This is certainly not the feedback the previous guests have said. We have had so many people staying at our place and no one has ever said such thing. We pride ourselves for the level of cleanliness we provide and the feedback of the previous guests is our witness. No one has ever mentioned the level of noise being an issue, instead everyone has bragged about the beautiful park and other amenities nearby. I have personally stayed in that apartment and I know the split system and the other heater is more than adequate for warming up the place. If you had said it wasn't, I could have brought you extra heater or blanket or anything else required to make your stay more comfortable. However I never received that request from you. Neither did I receive any communication regarding the number of cutlery being short. It could easily be resolved. Dear Annie, I am very disappointed to receive such feedback. Maybe you don't realize how much hard work goes into building the reputation we have built over time for our place and how much damage an ill thought feedback like this can cause.