Why was your flight delayed for five hours?, How come your flight was delayed for five hours?, 1. "I ended up paying €150 more than expected." (additional charges / cleaning fee), 1. How come you had to pay so much extra? Was there an additional cleaning fee?, 2. "I decided not to book the apartment after reading the listing." (facilities / amenities), 2. How come you changed your mind? Didn't it have all the amenities you needed?, 3. "The landlord still hasn't returned my money." (refundable security deposit), 3. How come you haven't received your security deposit yet? Wasn't it supposed to be refundable?, 4. "We had to wait outside the apartment for two hours."(check-in time / collect the keys), 4. How come you couldn't collect the keys at the agreed check-in time?, 5. "I cancelled my reservation even though I'd already paid."(cancellation policy / refund), 5. How come you decided to cancel it? Did you check the cancellation policy to see if you could get a refund?, 6. "The apartment looked completely different when we arrived."(match the description / as advertised), 6. How come it didn't match the description? Wasn't everything supposed to be as advertised?, 7. "We ended up staying in a hotel instead." (fully booked / alternative accommodation), 7. How come you couldn't stay in the apartment? Was it fully booked?, 8. "The landlord asked us to pay another €200." (included in the price / hidden fees), 8. How come you had to pay extra? Wasn't everything supposed to be included in the price?, 9. "We couldn't use the kitchen during our stay." (facilities / out of order), 9. How come you couldn't use the kitchen? Was anything out of order?, 11. "The host hasn't replied to any of my messages." (get back to someone / follow up), 11. How come they haven't got back to you yet? Have you tried following up?, 13. "I had to find another apartment at the last minute." (cancel the booking / arrange an alternative), 13. How come you had to find another place? Did the host cancel your booking?, 14. "I couldn't get into the building when I arrived." (access code / self check-in), 14. How come they did not send you the access code?, 15. "I did not get my payment back even though the booking was refundable." (full refund / exception), 15. How come you did not get a full refund? Did the host make an exception?

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