Alzahraa Elsaid

sure it will fit dear its 2 bedroom apartment

anytime dear

<table><tr><th colspan="3">Guest alteration accepted in AirBnb</th></tr><tr><th colspan="3"><small>Green Light 2BR W/Balcony, Lotus, By Travelholic</small></th></tr><tr><td></td><td class="text-center">Original</td><td class="text-center">New</td></tr><tr><td>Guests</td><td class="text-center">1</td><td class="text-center">4</td></tr><tr><td colspan="3">Guest total, including fees and taxes: 891.00</td></tr></table>

Hello! Yes, a drying rack for clothes is usually provided in the apartment. If you have any more questions or need further assistance, feel free to ask!

You are most welcome

Hello! Tomorrow, you can check in starting from 1:00 PM. The reception team will assist you with the check-in process and provide you with the key. If you need any help on the day of arrival, you can contact Travelholic at +201112220844. If you have any more questions, feel free to ask!

Hi Alzahraa! Unfortunately we don't have the specific floor number on hand, but the reception team will be able to let you know when you arrive tomorrow. See you tomorrow!

Hi Alzahraa, We need to formally clarify the situation regarding your current stay. Until this moment, the only document we have received is your personal ID. We have not received the required marriage certificate, nor have we received the ID/passport of the additional person who entered the property. As clearly stated in our house rules and communicated by our team, the required identification/documentation must be provided, and unauthorized or unregistered persons are not permitted to enter or stay at the property without complying with these requirements. Our team attempted several times to resolve this matter with you and requested the missing documents. Unfortunately, the required documents were not provided, and the manner in which our staff were spoken to during this incident was disrespectful and unacceptable. Our staff were simply performing their duties and enforcing the property’s house rules. As a result of the continued non-compliance and breach of our house rules, we have formally escalated the matter to Airbnb Support and opened a case regarding this reservation. We are requesting the immediate termination of the stay, and we require you to prepare to vacate the apartment immediately in coordination with Airbnb Support and our team. Please do not bring any additional visitors or unregistered persons into the property. For the record, please also provide immediately: • The marriage certificate • The ID/passport of the additional person who entered the property The fact that these documents may be provided now does not change the fact that the required documentation was not provided when requested and that the matter has already been escalated due to the house-rule violation. We ask that all further communication remain respectful and take place through Airbnb so that the situation can be resolved smoothly. Travelholic Team

Hi Alzahraa, We need to formally update you regarding the situation. We genuinely tried to cooperate with you and find a way to allow the stay to continue. We have already received the IDs of the four registered guests staying in the apartment. However, the separate visitor who came to the property is still refusing to provide his identification and is continuing to communicate with our staff in an unacceptable and disrespectful manner. We also need to make it very clear that visitors are not permitted at all under our house rules. This is a clear property rule, and the visitor’s presence itself is therefore a violation, regardless of whether identification is eventually provided. Given the continued non-compliance, refusal to follow the house rules, and the way our staff are being treated, we are no longer able to continue accommodating this situation. We are therefore formally requesting that you vacate the apartment immediately. The case with Airbnb Support remains active, and we are requesting that Airbnb proceed with the cancellation of the reservation due to the ongoing house-rule violations. Please cooperate with our team and prepare to leave the property immediately. We ask that all further communication remains respectful and takes place through Airbnb. Kind regards, Travelholic Team

Hello Alzahraa, You are already communicating with upper management regarding this matter. Our request has been very clear from the beginning: there is a visitor entering the property without being registered or providing identification to our team. Our house rules clearly state that visitors are not allowed, and this applies to all guests without exception. In addition, from a building safety and security perspective, we cannot allow an unidentified person to repeatedly enter and leave the property while our team does not know who that person is or have their identification on record. This is a clear violation of the house rules and building security procedures. Our staff are required to enforce these rules; this is not a personal decision by any individual employee. If you have a complaint regarding the way a staff member communicated with you, we are happy to review that separately. However, that does not change the requirement to comply with the property rules. We would appreciate your cooperation so this matter can be resolved professionally and safely

We understand that you are upset, but we need to be very clear that this property has established house rules that were communicated and available before booking, and those rules must be respected by all guests. The issue here is very simple: visitors are not allowed, and allowing an unregistered person to enter the property without following the required procedures is a violation of those rules. We are happy to review any complaint you have regarding the way a staff member communicated with you, and we will address that internally. However, this is a separate matter and does not cancel or override the house rules. We also ask that the conversation remains respectful. Threatening our team with the police, embassy, or other authorities is not the appropriate way to resolve a straightforward house-rule issue. You are already communicating with management, and we are trying to resolve this matter professionally. We simply ask that the property rules, which were clearly stated before the reservation, are respected going forward. Thank you for your cooperation.

Thank you for clarifying, Alzahraa. We understand your explanation and appreciate you confirming that you are willing to comply with the house rules. If the individual was only helping you carry a bag upstairs and there was genuinely a misunderstanding regarding the meaning of our no-visitors policy, we acknowledge your explanation. To clarify from our side, “no visitors” means that individuals who are not registered as part of the reservation are not permitted to enter the apartment, even if they are not staying overnight. We understand from your message that you interpreted the rule differently, and this is now clear for the remainder of your stay. Regarding your complaint about Nader’s tone, comments, or the way the situation was handled, we take that separately and seriously. If you felt that inappropriate remarks, implications, or threats were made, we will review exactly what happened with the staff involved. Enforcing our house rules should always be done professionally and respectfully. At the same time, we ask that communication with our staff also remains respectful from both sides. Our intention is not to create unnecessary conflict or make you uncomfortable. Our concern was the presence of an unregistered individual inside the property and ensuring that our security procedures and house rules are followed. Now that you have confirmed your understanding, please ensure that only the registered guests enter the apartment for the remainder of the reservation. We will review your complaint regarding the staff interaction separately with management. Thank you for clarifying the situation and for your cooperation.

Alzahraa, we understand your concern, but we need to clarify that the situation did not escalate simply because a visitor entered the apartment. Our team requested compliance with the rule more than once, including requesting the identification of the individual who entered the property. Unfortunately, the way our staff were responded to during these requests was not appropriate or respectful, and this is what caused the situation to escalate. Furthermore, as of this moment, we still have not received the ID of that individual. Had the situation simply been a misunderstanding followed by immediate cooperation, it could have been resolved very easily. Our concern arose because the rule was explained, the required identification was requested, and instead of resolving the matter calmly, the interaction continued in an unacceptable manner. We are not interested in creating conflict or unnecessarily ending your stay. We simply require our house rules and security procedures to be respected, and communication with our staff to remain respectful. As we mentioned, we will separately review your complaint regarding Nader’s communication and conduct. At the same time, we expect the same cooperation and respectful communication toward our team. We would like to resolve this matter professionally and move forward with the remainder of your stay peacefully.

We understand your position, Alzahraa, and we have noted your complaint regarding Nader’s tone and the way he handled the situation. As mentioned, we will review his conduct separately and fairly. However, we need to clarify one point: the fact that the individual was only helping with bags and did not stay overnight does not change the house rule. Our no-visitors policy applies to entry into the apartment, not only to overnight stays. We also understand your point that the individual was not stopped at the desk. We will review that internally as well, because our procedures should be applied consistently by our team. However, once the situation was identified and our team requested compliance, the appropriate solution was simply to cooperate with the request and have the visitor leave. Instead, the situation escalated, and to this moment we still have not received that individual’s ID. We are not going to continue debating who initiated the tone of the conversation through messages. We have documented your complaint, and we will investigate our staff’s handling of the situation. From this point forward, the requirement is very simple and clear: only the registered guests on the reservation may enter the apartment. No visitors are permitted, including individuals entering briefly or helping with luggage. As long as this rule is respected, we would like to put tonight’s incident behind us and allow everyone to continue the stay peacefully and professionally.