We were traveling in Europe with limited Internet access and no phone; hence, it was difficult to communicate as we were on different timezone. But, we responded no later than 8-12 hours from when we receive each message. We had informed the guest many days prior that our check-in is at 4PM when they requested to come at 1:30PM, and they still arrived a couple hours prior to that. Our home was booked prior to this guest and our property manager was really busy with their other homes with the same check-out and check-in times for several guests. The thermostat was somehow broken and we had to call the thermostat company to repair it, and since we were outside of the country, made it even more difficult. Disney World property is 2 miles from our home, but depending on which park you are going to, it may be 7 miles as they stated. We cannot offer BBQ gas tank as we'd never know the volume of the tank, but the tank is there and guests are welcome to exchange it. You can view our other ratings here on Airbnb as well as on (Hidden by Airbnb) and we have consistently received high ratings and positive reviews. This was an unfortunate event and timing. This was also the lowest rent we've ever charged for a 6 bedroom home for up to 14 people, even lower than what a Disney hotel for 2 people would have charged! I guess, we deserved what we got.