Kari, I am sorry to hear that you're disappointed with your booking. I work very hard to make sure that all of our guests enjoy their stay at any of our properties. In fact, I am a Superhost for another property that I manage nearby with over forty 5-star reviews ("Water front & beautiful sunset views in Harrisburg"). That is certainly not a sign or reputation earned by not taking care of our guests!
It is unfortunate that the facts are misrepresented here. I was very responsive in answering your calls as this was a serious matter. The HVAC tech was called right away and you had refused him to come out. It turns out the ducts were not properly adjusted to maximize the airflow. You had mentioned the air coming out was luke warm and not hot, as it should be. This house will easily heat up in 1-2 hours at the most, especially when there is a gas fireplace as well. Furthermore, this home has a brand new gas furnace and newly renovated with good insulation. This was expressed by the previous guest - "the house puts out a lot of heat and it's super cozy". Outside temperatures were similar during their stay. The handbook with all info for check-in, check-out, wifi, recommendations, etc was emailed to the guest prior to arrival. This was confirmed by the guest during her stay. The only conversation I've had with this guest was the back and forth about compensation for this one and only issue. I've offered reasonable reparations, especially when the heating issue was due to the guest not opening the right vents and was offered professional help and refused it. Not sure what else i can do but (sigh)