I refer to the recent review, and offer my comments: Your Review “There was no one to meet us, despite letting her know arrival time, ringing the mobile phone a couple of times and the ring doorbell. A German couple waited outside so long, we offered them the use of our toilet. Again, we all rung the mobile and ring doorbell several times! My daughters were upset at the ‘curt’ way I was spoken to by the owner, when I’d offered to strip the beds for housekeeping, like I always do! The pillows were disgustingly yellow with no pillow protectors. We were too afraid to look at the mattresses 😢, despite paying nearly £150 p.n.” I would comment as follows: ~ The German couple (PeterJ, Booking.com), had arrived 2 hours early. They then phoned me in London to tell me. I told them to ring Lilian’s Apt (No.3), however, Lilian was in Apt No. 1 discussing a new boiler with a Gas Fitter/Plumber. The German guests were in no way upset just anxious that they had arrived 2 hours early, as can be appreciated! I spoke to them at some length. They loved the apartment and their stay (see their review on B.com!). ~ Our mattresses (and beds) are brand new (if you wish I will send you a copy of the receipts). I’m not sure of the pillows (I am currently in London), but you will note from the following booking from Hannah, GB, Booking.com a few days prior, that she loved the apartment and of course Lilian! This is typical of our reviews. You are welcome to see this review on Booking.com, (12th March 2023), as well as 100’s of others (and of course those on Expedia!). ~ We have been in business over 10 years and have never had any problem such as you seek to imply, and with many National awards, and 1000’s of positive reviews! ~ As experienced operators, I do think that you are very much something of the issue here with your attitude. ~ For example, your 3-day stay was £364.49. Saturday was £148.49, and Sunday and Monday were £108 per night. This is very nearly £100.00 difference from what you stated to Expedia. There was also a £30 per night per adult for the extra adult stay - as you were pre-informed. ~ Your original booking was for 2 adults and 2 children under 16, and this was chopped and changed repeatedly. Your children are not under 16. Children under 16 of course stay free. Hannah, GB review (B.com) “The apartment was very clean, tidy and spacious. Lilian was very welcoming showed us where everything was and how to work things gave us directions could contact her at any point if needed. Lovely touch of fresh milk, eggs and bread for breakfast the following morning. Within the apartment, there is already coffee, tea and sugar and also a coffee pod machine. Equipped with washing machine and dishwasher. The bed was super comfy even checked where the pillows were from before I left as I now want to purchase some (Marks & Spencer). The location was perfect as you are a 10-minute walk from York town centre or a few pounds in an Uber that picks you up from right outside. Lilian provided us with a map and marked exactly where we were and marked directions on how to get into the town centre. Excellent value for money compared to the cost of hotels in York. You have access to free Wi-Fi in the apartment also with a range of leaflets for different attractions in York. Would definitely stay here again if we were to visit York. Thanks, Lilian!”