Unfortunately the heater/ thermostat was switched from an old model to the newer “nest life style” 2 days before this guests checked in! This newer device I’m sure everyone has heard of ! you have acess to your home- temperature by downloading an app on your I phone and keep track of temperate , ON/OFF statuses. The guest, experienced an inconvenience with the manufacturer that had installed the new device . They tried to get in touch with me and airb&b asap which was totally understandle, and the right thing to do! Unfortunately I was away in Europe for a week, & time differences between Europe and NY were about 6 hours ahead of us in NY ! The timing was not great , when they wanted immediate assistance! It was very unfortunate ! by the time I read the guests requests I had missed it by 6 hours . I was asleep & when I had woken up to e mails and txts it was late ! I had felt horrible , since they took pictures of them sitting by the fire place! “ cold “ I apologized deeply to my guest for not being able to have heat during there stay, and explained that I was on vacation and sleeping at this time. I had told them I’ve never had any issues with pool heater , water in the house , and certainly not temperature. The guests seem understandable, surprisingly not nasty toward the experience . I had told them I had a new thermostat placed, and it’s weird it’s not working since the device was the ONLY thing re placed , it wasent the whole heating system . What really got me upsad was that they specific took this photos , to despute payment , and requested a full refund . I COMPLETELY agreed that’s what it needed to happen , but I had asked them to kindly leave in the AM and no later than my check out policy which is 12 noon, so I could have my electrician examine why this happened . They accepted. Tina had the nerve to request full refund lie to me about check out! I nicely allowed them to have an early check in, they were there as early as 11 am. ( my check in is usually 4 PM ) it upsad me that if this guests had gone through such a “ horrible experience according to them with air b&b why lie to me about how they really felt , and say you Checked out by 12? WHY violate my check-out policy ??? I’ll be honest , I mentioned to them I thought I might of ran out of gas or oil . I happened to go on my cámaras, to check if the electrician was there or not , and I happen to see there car there past 12 noon . I have placed owl cámaras located in the pool, back yard , garage and outside park spaces. Tina and her guests did NOT leave until 3 PM eastern time . I txted her, and said please check out ASAP it’s 3 PM and you have said you checked out at 12 . She didn’t respon (Website hidden by Airbnb) don’t think they knew I had cámaras placed , & THANK GOD for night owl app . I screen shotted to air b&b there car parked on my property , which it sates CLEARLY the time and the date! This people wanted a free ride , stay in for free, use my pool, towels , and left the place dirty for 0 amount pay out! I sooned had message Tina and said that was wrong , why are you lying , I see your car parked at my property , no answer still. The Air b&b manager took a deep look of the situation , and had this people at least PAY the $ 150 amount cleaning fee , that I had to pay out of my own pocket, since they left the place so dirty and checked out late ! I had to have my cleaning ladies take pictures , also of the statues they have left the place so I could forward to airb&b team. I was not expecting a full Pay out amount , but at least the decency for cleanings fees , and honesty ! Thanks to airb&b I got $150 for the cleaning crew . Tina might be infuriating because they had to pay out a cleaning fee , after I had to show proof of them Violating check out , lying , and using the facility at a 0 expense. I could of have left a review on her account for people to see , I choose not to, but I took my time to respond to this because I didn’t expect them to come out with hate and nasty review like this, and call me a liar!! for my future guests that are reading this - I agree to use your best judgement, you can clearly see how much anger towards this experience was . Next time you want get away with 0 expenses and disrespect , make sure they aren’t cameras at the houses you guys stay ! Thank you!