William, I am terribly sorry for your inconvenience during the first two days of your two week stay in this newly renovated condo. It was the very first rental of this unit and I was obviously unaware of the hot water heater connection difficulty, and it was addressed immediately and repaired within hours. The key also was my fault, having just made new keys I should have checked them carefully, but I returned immediately as you stated you were going out to dinner and I would arrive shortly to give you another key. William, you arrived three hours prior to check in time: I had advised you in advance that the TV cable was being installed that day, you understood this. As it turned out the installation took place, on time and was complete prior to your actual check in time; there were no installation people there after your rental began. There is no wifi, just cable TV. ( I did explain that wifi could be installed for $80. and that it was not included in my listing-I used a nearby coffee shop personally) There is NO washer or dryer in the listing. The W&D that are located outside the condo, in a shed with the water heater were left from the previous owner, they only became visible since the electrician had to access the HW heater: I explained that first day that they were old and I didn't know if they even worked, the laundromat is directly across the street: there is NO W&D in the listing, the amenities are clear. I also gave you the combination to the shed, just in case there was any need to access the water heater..but made it clear the WD were not in the listing as I didn't know if they even worked) Again, I am sorry for the plumbing inconvenience: That issue was caused from within the unit. The association went to the trouble of having their plumbers come, dig up the front landscape and uncover the outside pipeline, add an accessible clean-out in case the issue involved any older pipes outside the unit. The plumbing company discovered the cause of the backup to be that of the interior blockage. An inside problem, not caused by any piping issue. Therefor I advised you to be prudent and as we say 'flush as you go' this is not an unusual occurrence in older infrastructure. Again, we offered to accommodate you elsewhere if this was better for you. You insisted you wished to stay. I was leaving town so I did state that if any future toilet issue resulted from within, you would have to address. You agreed and again said you wished to stay. We, myself and the Airbnb consultant I contacted at the time agreed that you were offered 1. A hotel while repairs were made (that took 1 day, you stayed 2) and or 2. We would rebook you in another Airbnb. You clearly stated that "We love this place, its perfect for us, one story and the great pool, we want to stay here". I offered you 4 days refund for the trouble, you stated that was very generous. William, my ratings are usually 5 star and I tried the best I could to resolve any issue immediately and to your liking. Hindsight, I do wish you had chosen to relocate...I have instructed Airbnb to credit you the refund for your inconvenience; I wish you well.