We want all of our guests to enjoy their visit to the Point. It does truly disappoint us that this guest did not do so. That being said, this guest has not been very fair in their communications or review. They did not inform us of any concerns prior to departure and we were not given an opportunity to assuage concerns, address any issues or malfunctions, or explain any confusions. They also later told us that they were comparing the experience at our home to the hospitality structures of Hilton properties owned by their family. This guest is correct, this is an older home (stated in the listing). The location is fantastic, and the house has been furnished with care for comfort and functionality, but it is not new construction. It is also *not* advertised as providing an interior fireplace. An outdoor firepit for lakeshore bonfires is available and clearly described as such. We do our very best to be transparent and comprehensive within the word count limitations of the website. It is true that we are unable to provide 5-gallon water jugs; we continue to look for viable delivery options, but currently there is no local service that will do this while maintaining property security & guest privacy. The house tap water is treated and is safely potable, but it is *very* hard and must be heavily softened - as a result, the taste is poor, so the bottled water dispenser is provided as a convenience. We do our best to stock water during our visits, but the rate of use by others is difficult to predict and we cannot guarantee bottled water will be present. The primary source of this guest's ire appears to be the written communications in the house. We have a property binder that is comprehensive to facilitate use of the property (lack of instruction and unfamiliar appliances can be challenging and frustrating) as well as a large amount of space dedicated to local information to help folks enjoy the area. The same house rules provided in the rental agreement are attached to the refrigerator with magnets for ease/convenience. The house is not “papered with rules” as this guest very dramatically describes. This guest took offense to the posted house rules and checkout checklist, and also the also laminated information on how to work the appliances, access the internet, kayaks, bonfire use, etc. In retrospect, this guest was looking for a much more curated experience for their travel and also did not carefully read the property’s VRBO listing prior to booking. We very much want guests to enjoy themselves, but we are not a hotel with on-site staff for questions or problems, nor in an urban environment with city systems. This is a rural, private, family home with a very unique setting and some special systems required to be in that environment. Sharing it with others requires collaboration between us and our visitors to ensure that systems function appropriately. These are very simple and common-sense requirements, with a few particulars related to the water/septic systems and requirements set by the trash company - all house rules are transparently disclosed at the time of booking and guests may cancel if they prefer a different experience (clearly explained in the confirmation email). However, if one is looking for an urban or hotel vacation experience or are otherwise unwilling to respect our home and systems, we are perhaps not the right location for your visit. There isn’t much special that one needs to “do” at the property (there are no assigned caretaking tasks), it is more of a matter of “what not to do” in order to not disrupt systems that are different from the average municipal utilities. We presume that guests would prefer to not have inadvertent actions or lack of knowledge result in problems that could affect their stay and generate costs to remediate. Nobody likes to be told what to do, but one also can’t avoid potential issues if one does not know about them, so we prefer to err on the side of providing information - we acknowledge that this can make communications wordy. However, rather than clarify any questions or concerns with us, this guest made a choice to perceive this information poorly and to be angry. As evidenced in our reviews, we have a high rate of repeat visitors, this should provide some indication to potential guests that the property rules are not difficult or onorous. We hope that you enjoy a visit to this unique and beautiful location!