Hi Vish, we are exceptionally disappointed in your review and low ratings. We work very hard to ensure our guests are happy, well taken care of and that we are available if ever there are any issues. As such, we don't understand your ratings. Our listing clearly states that there is no microwave available. We feel that it is unfair that you have marked us down for something you should have taken note of. The 3/5 for accuracy is a little harsh as is evidenced by all our other reviews that give us 5/5. The 3/5 for the check in is shocking! You arrived 2 hours behind the agreed check in time and although we understand that you were delayed, Shaun spent 30 mins checking you in, talking to you & he explained in detail everything you needed to know, including advice about local attractions & shop. The 3/5 for cleanliness is very surprising. If there was an issue with the state of the cleanliness of the apartment then we would've appreciated a heads up so that we could've had the opportunity to rectify it. We always do a spot check to ensure that our cleaners have cleaned to the highest standards so we disagree with this rating. The 4/5 for communication is again, unfair. We responded within minutes to your numerous enquiries, including the one where you asked us on the spot to purchase a microwave so you could warm your babies' bottles - the stove top would have worked for this as it has for other families. We feel that this review is unfair and not reflective of the apartment, our service or standards.