We already apology several times to you and your family regarding the issue with the hot water in the apartment during your stay.
As the family member I know that was a terrible situation but, thinking in your family, you forgot to mention that we offer you another apartment until we fix this situation but you clearly refused because you do not want to move to another place.
As you mention in your email, Our commitment gives you 100% satisfaction this is what besides everything you say that is perfectly understandable but we are not agreed about what you say as we tried to fix the problem with more that one specialist taking time to find the spare part to change in the boiler and carry on with the hot water.
time at the end of the day you just were without hot water foe exactly 19 hours since it was reported by you.
When you came I was more than nice with you giving you directions and support during your stay been in perfect communication, also, we explain to you that if you weren't any happy in the apartment because of the hot water issue we up grate you into a better apartment but as i explain you refused.
Basically, we did all we have to do in this special and unfortunate situation that was:
1. called the plummer immediately when did you report the issue to get a fix.
2. We saw the report from the plummer and we did the action that was informed you immediately how long the job will take and offer you alternatives that upgrade you into a better apartment or offer you money back; your response clearly took the money.
NOW WE CAN NOT UNDERSTAND WHY YOU COMPLAIN AS EVERYTHING WAS INFORM TO YOU AND YOU WERE AGREED ABOUT THIS MONEY BACK THAT YOU TOOK ALREADY.
At the end, your liars and manipulation won and you got the money and also complain about something that was agreed with you in a lovely way.
This is why we can not recommend you as truly Airbnb user to other hosts. You just waste our time and lose to other truly Airbnb's user to enjoy a premium modern apartment in lovely location.
Sorry, but for your manipulation, you have 0 Stars and no recommendation to other Hosts.
Alex & Family