Things seemed great, until they suddenly weren't. Up until check-in communication was good and check-in went easy. Then, on the 2nd day, there was water backed up. Sasha came and looked at it right away. We realized it was a bigger issue, and she said she would send someone out the next day. However, with normal water use in the house, the issue became an emergency that night. The pipe broke, basement started flooding, and I had to shut the water off the whole house. I asked for an emergency plumber, but Sasha said someone couldnt be there until 7 in the morning. We asked if we could be reimbursed and go to a hotel, and that was denied as well. Well, 7 am came and there was no plumber. My family of 5 went 12 hours with no water! Finally, at 10:30, I called AirBnb and they said I was justified in leaving. When we drove away at 11, the plumber still hadnt arrived. Trying to get my refund has been a disaster. Sasha charged my rental fee as "extra services" so AirBnB only sees the small refundable deposit I paid as my rental fee. It is a week later and not only has Sasha refused to give me my proper refund, she also tried charging me with the damages (AirBnb took all my messages and pictures and found I was not responsible)! At the time of this review, she still owes me over $1200. I don't blame her for the water problem, as sometimes things like that just happen. But the inaccurate way she charged me for the house, her lack of response, and her unwillingness to make things right are unacceptable from a host!