We really enjoyed our stay at this airbnb-- it was beautiful! We had an unfortunate situation where the guestbook with contact details had been misplaced by a former guest and the host lost her cell phone so we had no way to communicate with her for a few days while we were working out an issue with the hot water heater. However, when the host realized that they had missed days worth of messages and that we had had to have some cold showers, she immediately apologized for the error and offered to give us a partial refund due to the inconveniences. We really appreciated the effort the host put in to making the situation right with our family.