Heart of Houston/ 14ppl/ 4br/ 2.5b

Dear David, Thank you for bringing this to our attention. We take the safety of our guests with the utmost seriousness. Upon receiving this feedback from the guest, our maintenance team conducted a thorough inspection of the property the very next day. There is no gas leak at the property. The guest unfortunately unfamiliarized themselves with the standard operation of the gas stove. Instead of turning the knobs completely to the "Off" position, they mistakenly turned the knob down to the "Low" setting, which naturally leaves the gas line open. We verified that all knobs, burners, and mechanisms are fully functional, intact, and operate perfectly when turned to the designated "Off" position. Please see our direct responses to your health and safety questions below: Do you keep a written record of all accidents/incidents? Yes, we maintain written digital records of all property maintenance, inspections, and guest-reported incidents. Do you have a record of this incident? Yes, we have a documented record of the guest's message, our immediate maintenance dispatch, and the inspection findings. What action was taken in response to this incident? A maintenance technician was dispatched to the property the day after checkout. A full safety inspection of the stove, gas lines, and connections was performed. No leaks were found. The stove was confirmed to be operating perfectly, and the knobs function exactly as intended. How often do gas appliances undergo maintenance inspections? Gas appliances are visually inspected by our turnover and cleaning team between every single guest stay, and they undergo professional maintenance checks semi-annually. Are all the gas cooker burner caps fitted? Yes, all burner caps are securely and properly fitted. Are all the gas cooker on/off knobs fitted? Yes, all original OEM manufacturer knobs are securely fitted and fully operational. Is the cooker on an even level? Yes, the appliance is completely level and stable, with no rocking or movement. Are carbon monoxide (CO) detectors provided within all accommodation where internal gas appliances are available? Yes, fully operational carbon monoxide detectors are installed in the property in compliance with safety standards. Are there clear operating instructions, with pictorial explanations, for all gas appliances provided? We have clear instructions in our house manual. In light of this guest's confusion, we are also placing a highly visible, step-by-step instructional sign with diagrams directly next to the stove to ensure future travelers clearly see how to turn the knobs to the locked "Off" position. Everything has been thoroughly vetted and the property is completely safe for future travelers. Please let us know if you require any further information to successfully close this case. Best Regards, Julio Calle Owner, Heart of Houston Property Management

Glad to know we did our best to be your Host. Downton Houston is growing and unfortunately they are a few Homeless people walking the steets. But thats everywhere in USA.