I am sorry to hear that you feel so mistreated during your stay. We tried very hard to communicate with you before and during your stay. The days leading to your stay, I had to call a few times to get you to confirm that you were indeed coming that night - and during our brief call, I did inform you that I would not be there, but that you could call anytime day or night with problems and that Sheila and Bruce would be there to help. I am sorry that you did not call right away the second anything was amiss.
During our call before your arrival, you said you would call about an hour before you arrival. Sheila and Bruce waited for 2 hours for you to arrive, having not heard from you, but not wanting to miss you. Just after they went home, they saw that you had arrived, so they went back down to the apartment, but you had just left again. They watched for you to return so they could come down to give you the overview of the place, but did not see you return that night.
They had turned the apartment air conditioning on before you arrived and it was working earlier that evening. I do know how upsetting it is to stay in a space that is sweltering hot, and therefore I am very sorry that you did not call me or them (since you had our phone numbers) to mention the difficulty with the air conditioning you encountered. We would certainly have come right away. I am even more sorry that you did not mention it until much later the next afternoon.
When you called Sheila in the morning to ask how to get to the dock, you did not say that you were having any difficulties other than mentioning that no one had come to meet you the night before. When you called me the following afternoon to let me know that you were displeased and had several issues, I called back and texted you within 30 minutes and asked you to call me back - but I never got a return call during the rest of your stay, nor afterward. Nonetheless, Sheila and Bruce came down right away. They brought extra air conditioning and fans, and called a plumber to come for an off-hours visit to check the plumbing issues you mentioned. He quickly found an unknown leak of a valve on the new washing machine which had leaked onto the carpets, as you mentioned - which we resolved right away (and would have done sooner, had we been informed sooner). The issue of the shower not draining was thoroughly investigated by the plumber and found to be the guests' hair blocking the strainer of the drain (which was also resolved immediately).
I am sorry you were disappointed with a "musty upstairs unit" - we have described clearly in the getaway description that it is an upstairs apartment. I do believe that, had you communicated with us on your arrival as was discussed prior to your visit, and had you communicated to us your difficulty with the air conditioning that first night instead of the following afternoon, and had you contacted me back or been less rude to Sheila as she was trying to help you, we would have been able to resolve the unusual situation of the AC and washer valve leak - and your stay would have actually been quite pleasant. Nonetheless, I am sorry that it was clearly not what you were expecting.
Sincerely and with regret for our communication challenges,