We apologized for the misunderstanding. After verification, the email was in fact sent through Qualitelis. Maybe it was in her spam mail. We have a cell number in the main door for emergencies and we always anwer. We are a small motel with 10 rooms and we don't have a reception 24/7. For this reason, we function with key box code sent by email and clients can arrive at their convenience. The client was completely reimbursed the next morning.