Heating was not working. It was impossible to contact "the manager" for three days. When he finally appeared he said he could do nothing. Shannon offered to move us to another apartment. I said yes! and she never ever replied back. The average temperature in Chicago was ~5 °C -wind -basement apartment. We were there with our two children 2 and 5 years old. We did not have a cell phone but checked the e-mails constantly; contacting us was not really difficult. One of the e-mails Shannon never replied is copied below.

Hi Shannon,

We waited for the whole morning and we are going out now. We came on Sunday at 2am to a freezing apartment. It’s Wednesday and we haven’t been able to get any help. Joe is definitely not upstairs. I met your brother by chance yesterday and he changed the setting in the heating. It is probably one of the options I have tried –I must have tried every possibility by this time- and it is still not working. I am not asking for a luxurious service, just a comfortable temperature. I appreciate your offer to switch to another apartment and think it is what we should do. How should we proceed? Shall we take the key from the safety box and leave this one there? We will be back this evening and check for you e-mail.

Thank you

Ana