Dear Jonathan,We are sorry about your extremely short experience at Passepartout.At your arrival, after hearing your comments about the staircase, you entered the room and you liked it, but suddenly, 30 minutes later, you left shouting at the front desk that you would have left such a bad review that nobody else would have stayed at the property.The day after, you started blackmailing us begging for a refund. You sent us threatening and defamatory messages in which you wrote (and I obviously have proofs about it): "Poor reviews are bad for business especially your business. The power of social media can put a small dump like yours out of business (...) We will spend our days revealing to the world your poor behavior (...) is this worth it?"Well, yes it is definetely worth it because we do not compromise our integrity. Obviously, it's our responsibility to refund any of our guests if there's a problem during their stay or if we do something wrong that somehow ruins their stay, but clearly this is not your case.Despite your aggressive and even insulting behavior and manners, we have tried to explain to you (and never ever blamed anybody) that we don't own and manage the all building and we are not a hotel (as it's well and clear written on any Expedia websites). As you were too upset to follow my explanation concerning the structure of the building, I would like to explain you once more that half of the building is 500 years old (we are so lucky that at the fourth floor you can still see part of a renaissance tower) and the other half is 200 years old including the staircase, so it's obvious that they can't be as new and shiny as if they are just been built. Even though we know that the staircase and the entrance need ordinary maintance (and we are working hard to make that happen), according to Italian law we cannot do that by ourselves without the approval of the management of the building. About the lift, since we are no cheaters, on all the expedia websites it's cristal clear indicated that there is no lift, although actually there is one, and to get to it you need to take maximum ONE flight of stairs (10-15 stairs) and not three as you mentioned. Just for your information regarding the "scary" street our property is located in, it was one of the most important streets of Rome till the 19th century as it connects Castel Sant'Angelo and Piazza Navona, and today it's full of restaurants and shops and everyday thousands of people enjoy walking there.We believe that reviews can be a powerful tool to improve our guests' experience, but not yours. We are not scared of any threat as we confront all our guests with honest and sincere approach . You accused us of all kinds of things that were not our responsibility and completely out of our control, including that the taxi (that we didn't arrange) didn't stop in front of the entrance door. If the reason why you left it's because of a poor woman sat 30 meters from the entrance begging for s

Dear Mark,You made a non refundable reservation and contacted us on the day of arrival asking for a full refund because you couldn't come anymore. I am sorry about your frustration but you accepted the booking policies when you booked the room.Best regards