Again, we deeply apologize to Johanna for the issue that came up with the hot water.
At no moment did we downplay this issue and we took it very seriously.
We send for a professional to fix the hot water and he fixed it around noon.
Right away we apologized and extended Johanna's check-out time as a courtesy.
Johanna told us the water was off again on the 4th of july late afternoon/evening.
It is unfortunate that we were not informed that the water was off earlier. The handy man was near at that time.
On the evening of the 4th of July we did everything to get someone back to the house to fix the hot water again. Unfortunately we could not find any professional available at this time. A handyman did come back a second time on the 5th of July.
Immediately, Johanna demanded for a refund. In addition, she stated that otherwise she would complain and it would reflect badly on us on Airbnb.
These demands were already made on the 4th of July, with one night to go,
and Johanna wanted to stay the entire length of her booking.
We offered Johanna credit and extended her check-out time.
Our response to her refund request was never stated as' just an unfortunate inconvenience'.
The well-being of our guests is a priority. We took an entire day out to clean and prepare the cottage and checked everything.
Regarding the two nails that Johanna found. Perhaps they came from outside.
The cottage has a new hardwood floor and no nails have been used on the premises for any handy work.
Our laundry machine and dryer work well.
We left a clean mattress cover in the laundry room, we kindly asked Johanna to remove it. We always leave a full propane tank for the grill.
Thank you Johanna for your feedback and also your review of the location. It is Eagle Point, one of the most desirable areas of Big Bear and very close to the lake.