I totally understand Brittany's concerns about the heat not working and when she called me to make me aware of it, within 2 hours of trying to troubleshoot it myself remotely, we called multiple places to get someone to fix it asap. Unfortunately due to the snow storm, no one could come until a day and a half later so I bought 3 space heaters for each room so Brittany and her family could stay warm. I wasn't aware that they had issues with the fireplace (aside from the initial call about the remote being switched off), my understanding was that the fireplace was working just fine. I tried everything I could remotely to make their stay comfortable and I'm sorry they were not able to enjoy their stay. The previous guests had shut down the vents which caused the heating system to shut off and in addition they lost the key card to the fitness facility without telling me so it was an unfortunate set of circumstances. We try to make our guests feel welcome and comfortable in our home and I'm sorry we failed in Brittany's case despite our best efforts to remedy the heating situation. We did give her some $ back in addition to ordering pizza for them on the first night. Between the fireplace and the space heaters, I was led to believe that the place was warm and comfortable the 2 nights the heat was not functioning. The last 3 nights, the heat had been repaired.