I’d keep the review factual but very clear, especially because their messages show how quickly the interaction became unnecessarily confrontational. Something like:
Unfortunately, our experience was disappointing from both a hospitality and customer-service perspective.
When we arrived, the apartment was literally freezing and did not feel properly clean. Basic amenities you would normally expect in a rental were also missing, including shampoo, body wash, and conditioner.
The most frustrating part, however, was the communication. On the morning of checkout, we contacted the host at 10:21 a.m. asking to extend our stay for another night as my wife was sick. We were ready to pay and simply needed confirmation, but did not receive a clear response in time. We waited hoping to hear back, while remaining ready to leave, and ultimately vacated the apartment shortly after 11 when it became clear the extension was not going to happen.
Instead of acknowledging the communication delay, the situation turned into a lengthy and unnecessarily confrontational exchange over checkout and an additional housekeeping fee. What could have been resolved with a simple, timely answer became an unpleasant experience.
We had genuinely intended to stay another night, but after the way the situation was handled, we chose not to. Unfortunately, I would not stay here again and do not recommend this place.