The house was without running water when we came in late after a long flight with no way to shower, use the toilet or cook. Shawn admitted he was aware of the situation since earlier on the day but that he believed that water would work later with no action taken before we arrived. That is unacceptable.
The house was also dirty on the outside (with plenty of cowebs) and dust on the inside. Shawn did not respond to our urgent need late at night. In the morning we had to calll Shawn again. The he promised to fix the water situation with a wrench and send the cleaners again.
The cleaners told us they could not clean the house without water and had told Shawn about it before we arrived. Shawn responded to us that they could clean without water using other products. That simply did not happened as even the bathtubs were not clean.
The wrench could not fix the water situation so he had to call the water company. When we left the house that same morning they were still working on the issue. But the house needs a deep cleaning in the outside and inside without guests inside.
Shawn was aware of how upset my family was of the situation including my wife, two small children and an edelry grandmother, none of them having showered, gone to the toilet or eaten.
Shaun was fair enough to promise a refund but the bad experience can not be erased with money.