Dear Michelle & Paul, I want to begin by extending our sincere apologies for the inconvenience you experienced during our booking process. We genuinely regret that your experience did not meet your expectations, and we take your feedback seriously. Our check-in process, which includes verifying the identity of the booking person and requiring a selfie, is a security measure we implement to safeguard our properties and ensure the safety and security of all guests. While we understand that this process may be different from other platforms, it's essential for us to verify that the people booking are indeed who they claim to be. This helps prevent any unauthorised or fraudulent bookings, ultimately creating a safer environment for both our guests and property owners. I apologise for any confusion or frustration you encountered during the payment process. We continuously strive to improve our processes and communication to provide a seamless experience for our guests, and your feedback will be used constructively to make necessary improvements. Despite the challenges you faced during the booking process, we sincerely hope that your stay at this splendid central apartment met your expectations and provided you with a delightful experience. While we regret any inconvenience caused during your recent experience, we invite you to keep our services in mind for the future, as we continue to implement enhancements to offer you an even better stay. Thank you for sharing your valuable feedback. Wishing you all the best, the Airkeeper Team.