Thanks Manuel for your review which is not an accurate depiction of your experience. The property is my UK home, a second home. It is at the top of searches on all holiday rental platforms and is described as "exceptional". We have been full booked this year and also since the year 2020, the start of the pandemic. I was at the property for annual renovations and inspections and left 3 days prior to your arrival. If there is anything wrong with the property, I get it fixed. Overseas landlords and owners have property managers on the ground who are there to assist guests with any concerns. This is the first here in this review and in the last 15 years that we are hearing a guest comment on the seating and heating. The property is expensively decorated with quality furniture. We also provide good value with our rates for long term bookings. I recall you arrived in the height of British summer and were probably feeling cold due to your age. My property manager was on hand to assist, from my discussions with him, heating issues were never reported to him. I suspect as a retired and older couple, the apartment was just too modern for you. Communication between you and my property manager including myself was not as best as it should have been. Here are a couple of your positive messages you sent to me and my property manager during and after your stay, which conflicts with your review - "Yes we are having a good time", "We appreciate all that you have done during our stay in the apartment in Hemel Hempstead, UK". The towel rail issue occurred as you would not ask us how the switches in the bathroom work. We have never had issues with the towel rail. You admitted fault for the damage and due to the nature of the damage and to the surrounding wall, a new towel rail had to be installed resulting in a higher charge to you. VRBO was involved resolving the damage issues and made a decision in favour of the host and approved all charges. We also experienced the breaking of a new smart TV that we purchased prior to your arrival (TV screen cracked and smashed). The damage occurred only a few days after your arrival. We went to lengths to purchase a new and more expensive one from the shops during your stay, with no extra administration charges levied against you. In a nutshell, I honestly don't think the apartment was suitable for you, a little too modern for your generation. My personal profile on my VRBO account also shows I am a lawyer, it is public information. We wish you well, nevertheless, due to the damage caused in a short space of time and our experience, we will advise all hosts to be very careful taking you on board as a guest.

We have had very good reviews on this property since 2008. We are on top of the list for luxury apartments at the prices that we offer in the region - Hemel Hempstead and Apsley Lock area, in addition to the convenience of travel to London and tourist sites in the area. Many thanks Andy, I am glad you enjoyed your stay. I look forward to welcoming you as a guest again in the near future. Regards, Jennifer Arkhurst (Owner)