This kind of review makes me very sad. The concierge and ourselves have tried to do our best to satisfy the needs of the guests, but apparently, our efforts didn't appease their anger. About the mattress, we believe that softness or hardness depends on personal taste and for this reason, we have a soft topper to put over the latex mattress upon request. About the pillows, we offer three different kinds of stuffing (down, latex, cotton flakes), and they have chosen the desired ones (down). The high quality of bed linen and towels were fresh and clean coming from the laundry. Finally, they complained it was difficult to communicate both with the concierge and us, but the language difficulty was on their site as they don't speak any words neither in English nor French. We should have suspected they were difficult guests to manage when they asked to use the elevator to go upstairs on the first floor. Usually in Paris, the elevator doesn't serve the first floor and in fact, we have not indicated it in our listing. Disappointed by the lack of the elevator they asked the concierge to bring up their luggage and any package. I believe that the only problem was the language as we tried to speak on the phone with them without success. We wish our guests should have understood the instructions and got in touch either with us or the concierge for any help they needed.