Hi Quynh, sorry about the heating problem, while I know it's not ideal, it is the only solution for right now. I did talk to Guesthop and they mentioned sending over a portable heater or two for the guests as soon as it was realized they were cold. It is not true that the tenant downstairs did not like your guests, in fact she thought the same thing so maybe it was just a misunderstanding.
As to communication sounding accusatory, I am sorry to hear that you took it that way. I spoke to Guesthop and they were more frustrated that it took 3-5 days for you to respond to questions even after you gave your personal email to use. Overall, I enjoyed your guests, they were very responsive, respectful of the space, and very quiet. Thank you so much!