Thanks for the review, Laura. We are sorry that you were unhappy for any reason. We did not receive any phone calls from you regarding these challenges. As we communicate to all guests, we are available _24_ hours per day by phone for emergencies. We acknowledge emails and texts, however the volume of emails and the fact that texts can get lost in all the notices we get from Airbnb and other sites means we always recommend that if a guest needs something they call us, just as you would at the front desk of a hotel. (If you were checking into a hotel, would you send an email to the reservations center? Most people acknowledge that emails have a 24 hour response window, that is the standard by Airbnb for inquiries.) We are sorry that you felt our attempt to help a disabled guest by giving you a superior property for the same cost felt like a run-around. That was certainly not our intention. We wanted to help a disabled guest and get you a better place. If you had let us know what utensils you needed that were not there we would have gone to buy them for you immediately. If you had let us know that there was mold in a shower or stained linens we would have gone to clean and or buy replacements immediately. We wish you had let us know what furnishings you believed were not in adequate repair. We could have brought replacements from our storage or purchased replacements. We are not a company, we are a family. Sometimes we get stretched a little thin, but we answer the phone 24 hours a day to help our guests. We wish that you had called! Best wishes for the future.