The fact that you lost your Luggage at night you told me only after you have not arrived at the loft at the agreed time in advance. Why didn't you report the problem at night??. So the maid left to meet other guests (she also works for other people) and came to meet you again after 2 hours. Naturally I asked you to pay for this additional service =300 rubles, because it was your problem and your mistake. The maid speaks very little English, so I always try to discuss all check-in /check-out with the guests in advance. I am often not in St. Petersburg, and for me chat Airbnb or any messenger are a priority, because any conversation on the phone in roaming is quite expensive. In addition, I often send more additional photos, so that my guests can better navigate. Your mistake was that you didn't report your Luggage problems right away. And you always referred me to your friend because his baggage was lost and I think you didn't know the exact information from him. Therefore, please make conclusions for the future and inform about all the problems at once. Then any owner will be able to help you quickly and efficiently and for free.