I apologize that you didn't enjoy your stay with us. We always strive to provide the best possible service to our guests and make your stay as enjoyable as possible. Let me just clarify a few points that were brought up:
1) When you cancelled with us for that Shabbat due to an emergency, I right away accepted it and said hopefully I can fill in that spot still since it was last minute and I already turned away potential guests. I remember clearly stating that if I don't find someone then you don't have to pay but if I can't, I would request a small fee. I tried hard to fill in those 2 nights and when I wasn't able to, i simply asked if you can pay another 100 shekel to help compensate for the loss. Also, since now your stay is one night and not 3, the rate per night increases a little which is perfectly normal and standard. However, I didn't press you on the 100 shekel because I didn't want to cause an argument and let it go. I was not playing games and never sought to take advantage of you as you claim, and actually did the opposite by giving a good will gesture to maintain an amicable and friendly environment throughout the entire stay. I was available at all times and responded right away when you needed something.
2) I never intended to insult you and your wife and honestly have no idea how you can make that claim. All I said was "Oh, so it's you 2 staying here right? " Sometimes I have realtors bring their guests to us so I just wanted to confirm that you were the 2 guests and not a realtor. I apologize if you took my question of clarification as an insult.
3) I always like to be super prepared for the next guest that comes. Since there was another guest checking in the same day you were checking out, I just wanted to know the time that you would be checking out so we could be adequately prepared for our next guest and start cleaning. Having the apt 100% is one of our top priorities so I simply wanted to plan ahead and make sure the apt would be ready for our next guest.
We hope you will stay with us again in the future and once again I'm sorry you didn't have a good experience.