The first week of our stay was fine. Unfortunately, the hot water heater went out half way through our stay. The hosts weren’t able to get it fixed prior to the big Texas snow storm (one day before the storm) and verbally told my husband (since they live next door) that they would refund the days the hot water was out. We left the space with three days remaining when the roads were safe, as there was still no power and no fix for the hot water heater scheduled. Unfortunately, since this was said verbally and not written in a message in the AirBnB app, the hosts were able to go back on their word and only gave a refund for the days we not there. We figured since they were so nice they would honor their word, but they didn’t. It’s sad that this is our first poor AirBnB experience and to have a host that was less than amenable in a terrible situation. He didn’t respond to messages quickly to have a discussion and accidentally called my husband thinking he was a plumber 6 days after the last message we sent. After he realized his mistake, he hung up on him, and then didn’t answer when he called him back. Due to all this, I will in the future make sure I stay with messaging hosts only in the app and we will also never stay with this host in the future as we will be traveling often back to Austin.