It’s a real shame that we had the ordeal we did as it’s a lovely, comfy apartment in a good location.
However, when we arrived after a nightmare journey due to storm Arwen (around 5.30pm), the apartment was freezing and the heating wouldn’t turn on. After speaking to a few different people in the ‘support team’, we were told they couldn’t diagnose the problem and they would be back in touch as soon as possible and might have to call the host. We didn’t then hear from them again until midday the following day, when they asked if we would be in the apartment that day or the day after for an engineer to visit. By then, we’d taken matters into our own hands and the solution ended up being replacing the batteries in the thermostat. An engineer would’ve been called out simply to replace some batteries.
I sent a private message expressing my disappointment at being left for a whole night with no heating to the host/support team and all I received back was what felt like a very automated message apologising for the inconvenience. As I said, a real shame at our experience and the lack of urgency from supposed support staff as aside from that the apartment was great.