Unfortunately our experience wasn't a great one. When we checked in for our 4 night stay the hot water system wasn't working. We tried contacting Hiona that night and heard back the next morning. She organised a plumber to come out that day but they weren't able to fix it and we had to have an electrician come out first thing the following morning. This meant we were up much earlier than we wanted to be both of the first days and we had 2 nights where we couldn't shower and had to just wash with cups of water until it was fixed on our 3rd day. I know this can't be helped, sometimes things go wrong and I appreciate that Hiona tried to get it fixed quickly, but it still had a significant impact on our stay. I contacted her via message to ask for a refund for the first 2 nights only (when it wasn't working), and received no response to the message or the multiple phone messages I left. Unfortunately I had to go to Airbnb to help resolve this due to the lack of response.