Dear Claire, we are of course disappointed with your feedback. Reference the communications, with the water issue, you only made one phone call and left VM, then completely failed to try and use any other form of communication such as the Airbnb msg service, also the house manual provided an alternative contact whom you failed to call. So we need to have guests make an effort to inform us of an issue not just give up and complain when 1 attempt fails. As to our initial response, as we were so poorly informed about your issue it was completely unclear to us what had gone wrong. Once 4+ requests for information had been sent, we established what the issue was and gave you a significant refund, which was duly accepted, which we hoped had put the matter right and yet you then still proceeded to leave negative comments without mentioning efforts on our side. The issue was out of our control due to local power cuts, which was explained and we feel your feedback is not fair. Your points re cleanliness are not representative of how the house is presented for guests (see all the other 200+ feedback) and seem a tad vindictive. We are of course sad and apologetic that your stay was not perfect, it was unfortunate that we didn't get the chance to address matters quicker. Sometimes it is impossible to please every demand even though we always try.