Let me start by stating that we are not the type of people that leave negative feedback. Unfortunately, this time we feel it is necessary so that this particular host either changes their process, or provides at least fair warning for how they do things. Upon arrival, we were fairly pleased with the home. Although the home was listed as entire home, the master bedroom was not available. It was locked and apparently used for something other than Airbnb tenants. The real issue was upon arriving from riding bikes, we were going to shower and then go to dinner. Unfortunately, the water would not get hot. We immediately informed The Host, to what she said she would check it out. While we were out to dinner, unshowered, we received a note from her stating that she checked the water and it was getting hot just not scalding hot. (The water was not getting even Luke warm). This was the first sign of somebody not being accountable to an issue. Upon Our return we checked the water again and it was still not getting hot. It was fairly late, because we had a late dinner and didn't return to the house until almost 11:30pm. With no hot water to shower we decided to look around to see what the problem might be. It was determined that the hot water heater was not receiving gas from the line. It was actually throwing a code 11 which I looked up... "no ignition". I checked the kitchen stove and it was also not receiving gas so I went outside to look at the water main only to discover that it was off and locked. The gas had been shut off! So no hot showers, no cooking, and no dryer to dry clothes. The host was still not really worried about the problem as much as we were even though these are basic necessities. We then started questioning if the dishes we used properly cleaned and sanitized with no hot water, were the sheets we were sleeping on not properly washed and sanitized with no hot water? After all of this trouble shooting, we were exhausted and decided to go to sleep. As I went to the thermostat and the living room area I tried to dial the temperature down from 74 to 70, the thermostat was locked down and required a PIN to make any changes! 74 in October in Texas is not a comfortable temperature. Nowhere in our check-in instructions or anywhere in the manual or online did it state that the thermostat would be locked. We messaged the host with no response even though it was almost 1:00 a.m. At about 4:00 a.m. the thermostat was changed to 69, which is great, but a bit too late! Then I receievd a message at 10am the next monring that we should have texted about changing the temperature so the host could remotely change it. This is very inconvenient and inappropriate for the amount of money spent. The moral of this negative feedback isn't to be spiteful or to damage someone's reputation, but to share our experience as we wouldn't want anyone else to have to go through the same. The host was not accountable to the issues and never once apologized for the inconvenience until we called airbnb. We filed a complaint with Airbnb, to which they made a partial refund and said the host would need to approve the full refund. The host messaged and said she would do the full, but when airbnb contacted her, she refused. Even though I have a screenshot from her agreeing to the full refund. We have spent over 10k on air bnbs over this past year and have never had any bad issues like this before. Also to note, there is a camera inside that records you in the home. It's in the foyer, but it can see into the living and can see anyone leaving their bedrooms or bathroom and walking into the kitchen and living room. So stay covered becuase you will be recorded.