Jayne and her family arrived at Haglathe House on Friday afternoon. I received a message from her as I was going to bed on Saturday night saying that the heating wouldn´t go higher than 18 and they had no hot water. I couldn't understand how they could have heating (albeit only going up to 18) but no hot water - I would have assumed that the heating wouldn't be working either if there was a boiler problem. She also said that the shower was hot, which I couldn't understand. She was insisting that it was an electric shower and that's why it was OK, but I know that the water in the shower comes from the boiler so I was trying to ascertain how the water in the shower could possibly be hot - that's why I was asking so many questions (I don't think I was being abrasive but it was midnight on Saturday). When Jayne finally believed me that it wasn't an electric shower, she tried the shower and told me there was no hot water there either. That is when I apologized that there was nothing I could do until after they had left in the morning. Concerning the dirty stained quilt, sofa bed and bath - I couldn't take issue with my housekeeper when I hadn't heard from the guests until they had been in the house for over 30 hours. If I had been informed that there were cleanliness problems on Friday, I would have sent our housekeeper to the house immediately to put it right. Concerning the Nest, it operates on a timer so overnight while there is no movement it would revert back to 9 degrees, which is the summertime setting. It makes me unhappy when our guests don't enjoy their stay at Haglathe House and I take all complaints seriously but in this instance, there was nothing I could do to rectify the situation until the next day. I apologize again to Jayne.