When we arrived the flat was cold and the heat was not working, the radiator pipes were cold. Emma sent a video to watch to reset the boiler. Then a water pipe leaked all over the kitchen floor so i turned off the water and boiler until her friend arrived to temporarily fix the problem but still no heat. I wore my winter coat and clothes to bed!!! The flat did heat up during the night but then went off again in the morning. The fix it man did come over during the day and replaced the pipe. But by the time we arrived back after dinner the inside heat was going down again and we were too chilly to sit and watch tv. I decided to check out and go somewhere that had consistent heat and ask for a full refund. Having no heat in December is not good! I think part of the problem is that the thermostat is in an enclosed hallway with a very large radiator. So the hall is warm but the bedrooms and living areas are cold. We are definately not returning as Emma had also implied we were lying!!!