FP124 Cozy Slopeside Hotel habitación con cocina americana!

I had multiple communications with this guest prior to his arrival. I responded to all his inquiries within 10 min of his questions to me. My guests needs are very important to me. The situation that he has described is accurate in timeline, but he never once reached out to me during his stay to inform me of the situation. I have since discussed with my property management company. They have checked in over 500 guest reservations for me and I can count on 1 hand the times a guest demanded a refund. David did report the inoperable baseboard heater the night of check in. They informed him that they would submit a work order & it would be attended to the next day. They ensured they had another heating source (the space heater, which has a thermostat setting which turns off throughout the night) They chose not to use them, the baseboard was inspected first thing in the morning and was determined an electrician needed to be called to look more closely at the thermostat. It was then repaired later that day. My management company had continuous interaction with the guest & determined thru those interactions that there was no need to get me involved since the guest seemed satisfied with the service and the issue of the heat was corrected. The guest was only there for 2 nights & the afternoon of checkout is when David decided to reach out to me to inform me of what happened. I apologized and immediately offered a refund of $100, he demanded the entire first night. I try to see where my guests are coming from, it was an inconvenience yes, but there was a heating source & they chose not to use it. As far as outlets, the breaker did blow multiple times bc of space heaters and running appliances. I can see how that would be annoying. Again, he did not reach out to me to inform of the what was going on or expressed to me his displeasure. I would have offered to buy him and his wife's breakfast over at Camp Hale to resolve that issue. I can't do anything during the stay if a guest doesn't communicate to me. He gave me conflicting stories of why he didn't reach out to me, first he said the management company told him they would reach out to me regarding the baseboard issue, and then he said that the management company told him they only handle my reservations & bookings; not maintenance. I'm confused then why he wouldn't have contacted me about the baseboard. Ultimately, I gave him a refund of 60% for the first night of what I earn after VRBO takes their commission.