Ok, here is the deal with this reservation. Sarah contacted me on a friday wanting to get in early before our 3 pm check in. I rushed over and cleaned the place instead of waiting for housekeeping so she could get checked in before leaving to Houston. I thought she had checked in and everything was ok. A few days later I received a cancellation and immediately messaged her and she said there was no hot water. I rushed over and made sure the pilot light was going (brand new hot water heater) and messaged her back. She never reached out to me one time. I have 9 listings and have mostly 5 star ratings. Read for yourself. I never threatened her, she is trying to wreck my business and it is not going to happen. I have a strict refund policy and some how some way it was changed to flexible. I had turned away other stays and am stilled owed over $1200 from Airbnb because of Sarah. Its been a disaster. I am out a lot of money and she could care less and simply wants to have to last word. This guest should not be trusted. I have hundreds of positive reviews, please read them. Thank you.