It was made in the listing to sound like if you needed anything or had any problems at the house, just call Frank and Michaela and they would help you out. The house manual said that, too. But when we got home from our conference about 8:30 pm on an unusually cold Vegas night and the house was 62 degrees and the heater wouldn't turn on, that was not the response we got when we called. Frank just said, sorry, nothing I can do until tomorrow. We were leaving the next day anyway! He did not offer to come and see why it wasn't working when turned on, or say maybe we can bring you some space heaters so you're not cold and you can sleep tonight. Then he called back and asked if it was turning off and on or cycling, and we verified that. So he said to turn it off, not to use it and he said they'd refund us for the night. So we turned it off and settled in for a cold night. The next morning he texted and said someone was coming to look at it at 9 am and to allow access to the house. He texted me, "...as I said on the phone last night will credit you one night for the inconvenience..." But then tonight I got a message from Frank through Airbnb that their tech guy did not find any problem and they paid him $60 so they would not refund the cold night we spent without any heat.
The kitchen disposal wasn't working well right after we got there, so I stuck my hand in it thinking maybe the prior guests had dropped something in there. I pulled out a disgusting big clump of hair and who knows what else. It was about 5 inches long and 2 inches tall and 2 inches wide. The disposal needs a thorough cleaning, because there's probably more in there, but I wasn't going to stick my hand in there again.
The gate code did not work well at the gate by the apartments when we first got there. We tried both of the codes. Someone who had a swipe card let us in. Once we got a swipe card, it worked quickly each time. The garage door opener is super sensitive. It started to open again as we drove away the first time we left the house, and so we had to reclose it and be careful not to touch the opener after that, so it didn't accidentally open.
As I listed above, the response to our problem with no heat in the house on a very cold night was not like a "superhost" who goes the extra mile would respond. It was very blunt: Sorry, I can't do anything to help you.
There were some good things about the house: There were extra toilet paper rolls and an extra paper towel roll. There was a big bowl of fruit on the table. The first two nights were fine because the house was not cold. It was the last night that made it a bad experience and then the worst thing the stress of the host saying they're not going to credit us for the cold night after telling us they were going to credit us. We hadn't even asked for this; he volunteered it. We were good guests who followed the house rules. Plus, we took out the kitchen trash a few times during our stay and we ran the dishwasher so all dishes were clean for the next guests.