We arrived late on a Friday night and were due at a wedding the next day: 12 people total between the two houses. I was asleep in the small house when some of the guests for the large house arrived. In the morning I awoke to a text from one of the guests, sent at about midnight, telling me that the big house was freezing. I had checked the thermostats when I'd arrived, at around 9 pm, and they were locked with a 4-digit passcode required in order to change the setting. At 9 the house was not uncomfortably cold so I didn't worry about it. But apparently when the temperature dropped overnight, the house got very cold and there was no way to raise the heat. The house also did not have extra blankets for such an emergency but it was not uncomfortably cold so I didn't worry about it. But apparently when the temperature dropped overnight, the house got very cold and there was no way to raise the heat. The house also did not have extra blankets for such an emergency; members of my family slept with their coats on. The next day I let Claudia know and she was initially contrite and accommodating. But the she started to question whether the thermostats were actually locked on Friday night as they became unlocked, somehow, by Saturday. I asked her to bring over extra blankets just in case something happened on Saturday night and she refused to do that. I asked her to assure me that the thermostats would not lock on Saturday night and it took several back-and-forths before she actually assured me that that was the case. Although the houses are lovely and wonderful in just about every way, this issue with the heat was a real problem. One of the guests was 83, one was 64, one was 62. Being too cold, particularly for the 83-year-old, is dangerous. I wish Claudia had been better at communicating, once the problem was raised. But I really wish there had been no problem in the first place. This is a VERY expensive place, and during the first night there was no way to control the heat. Claudia refused to consider a partial refund, even if it was just a token amount, for the lack of heat which we technically paid for but did not enjoy (that's 8 cold people).