Alex and Kate’s place was on paper great and they also arranged a taxi for us which was great since we arrived late BUT we arrived to a cold flat with no hot water with -6C outside. When we phoned the next day to report the issue they guy on call said he couldn’t do anything until 9am and that I would get a phone call then. However, at 10 still no phone call so I phoned and they said the issue was logged and someone was going to phone me once complete. At 3pm still no phonecall so we phoned AGAIN and they said it was going to be fixed by 4pm. We got home to what looked like a fixed boiler but when we turned on the water the boiler stopped working again showing the same error message as in the morning. We phoned and the guy, Alex, asking for explanation and new accomodstion as we still hadn’t showered since arriving and he said to go look for the boiler and press reset. He later started texting me as it looked like he couldn’t handle a phone call with me. After 1 hour of texting and treating me like someone who’s never seen a boiler he said he was going to send someone ( this was at 6pm, we had been home since 5). Someone arrived, with clearly no training in fixing boiler and after 1 h said that he wasn’t able to fix it and said they would move us to a different flat. We managed to get moved at 8-8:30 to a flat that was not ready for new guests. We ended up losing dinner reservation and having to find somewhere open after 10 as we wanted to shower since we were not able to do so since before we even arrived. Paul, the guy who took us to the new accomodation was apologetic and provided us with a free bottle of fizzy wine, but we did not feel like this was enough as we had spoken to them in the morning at 8 telling them about the problem and at 8pm we wrre still in a cold flat with no hot water.