Dear Petra, thanks for your review. When Petra and her family stayed at my place myself and my husband we were on holiday and we asked our young cousin to welcome Petra and her family. Petra was given our contact number so she could have just text us if there was any concern but we never received any message so we assumed that everything was ok!! Let me answer to your MINOR inconvenient: You had our cousin there with you, so you could have simple asked her about the toilette paper and it would have been given to you, it was just forgotten. That's very strange that the radiator in the bathroom was cold because it is hottest of the flat!! The radiator that we had problem when you was at home was the one in the living room that will be repaired soon ( when the gas people come to do the gas safety inspection that we have annually) but still you had the gas heater there available!!. When we come back from our holiday the flat was quite hot because the heater was kept at max temperature, the feeling of cold and hot change from person to person. I would consider my flat warm even when outside is very cold. My self and my husband we were ready to give a refund to Petra and her family because of the minor inconvenient (about the radiator not working in the living room) but the day that we came back home we found a bottle of liquor finished and a bottle of expensive sardinian wine opened, so we changed mind about giving back money!!! The worst thing is that they opened the wine and finished the liquor without asking!!