At first glance the apartment looked ok, NOT AT ALL as the picture’s but good enough. However, it was not clean and the furniture were totally worn out! The chairs had big holes and the sofa was dirty with dust and had lot of fabric pills. Shortly after arriving my wife had to use the restroom. She then noticed that there where urine stains all over the toilet seat in one of the bathrooms. She then went to check the other bathroom and found the exact same there. We then started go through the apartment thoroughly especially in regard to the cleaning. We then found long strains of hair on the floor and dust several places, sand and crumbs in the sofa, grease drippings along the dining room table, sand and mud grease on the patio. We e-mailed Paula who sent cleaners immediately. They cleaners went over all the places we pinpointed but nothing more. They also told us that the urine stains weren’t possible to remove as they were etched into the seats. Another stain in the bathroom weren’t possible to remove either as it apparently were glue or acryl spilling of some sort. We asked to talk to the owners who then came over immediately. We showed them urine stains etc. and they answered that unfortunately it was nothing they could do- but that this was “something we should expect” and “that even five stars hotels are like that!” I don’t know which hotels they are referring to but, in my experience, not even 3 star hotels are like that. They also had a lot of other weird excuses and basically said that they could not fix such “minor things” in every apartment they rented out. They also tried to reassured us many times not to worry because even though the stains were visually there at least it was clean (!!!!?) Also notice this is an apartment they advertise as a luxury apartment which it is soo clearly not! We eventually told them this was not acceptable for us. On the good side the owners were fairly quick to offer a total reimbursement of the apartment which we very much appreciated and excepted! Within 30 minutes we were out on the streets of Malta with no place to stay, but at least free to find a clean and neat place where we could get some real value for our bucks. Which we found btw. Overall, to summarize, Paula and her team where quick to respond and react to our questions and concern. Which was great. We were also very happy that they were so quick to offer us a reimbursement. However, they were very unprofessional in their behavior towards us. They had so many silly excuses to why the apartment where in such bad shape, which honestly, we could not care less about. At the end they also manage to complain about how much trouble we were causing them, that this was their “day off”, and that they...