Epic Disney Themehouse, Free pool heat!

Thank you for taking the time to leave a thorough review, Scott We have 4 properties with almost 100 reviews in total and this is the first time we've had a substandard review. I am extremely disappointed in myself for allowing a guest to have a sub-standard stay. I want to relay the solutions we are putting in to make sure it doesn't happen again. Firstly I want to address my timeliness in replying to messages. That is something I pride myself on as I am usually extremely quick to reply, and it's the #1 positive thing guests mention on reviews for me. In this case I was on a family vacation in Hawaii during Scott's stay, and the timezone difference created an issue as it was often the middle of the night in Hawaii when messages came in. Solution: I have hired an assistant to cover during off hours on the very rare occasion that I'm am traveling in a far off timezone. Pool heat - Unfortunately all pool heaters here are electric and struggle on the rare occasion that the weather stays sub-freezing for many days, and during the days of Scott's stay all pools in the area had this issue (heating to warm, but not HOT). Solution: We have added a product to our pool that traps heat in to deal with sub-freezing temps to allow our pool to heat warmer than all the pools around us Deep Cleans - I take this very seriously. Through 4 properties we've never had a complaint about cleanliness. We typically do a deep clean 3 times a year but we may have underestimated how a larger place like this one can take more wear and tear and need them more often. Solution: We are doubling our deep cleans from 3 per year to 6. Towels - There must've been a mixup with the laundy service as we typically have tons of towels. If we'd known about the towel issue prior to the last day we'd gladly have had more dropped off. Solution: We are taking Scotts advice and hiring someone to do an inventory between stays to make sure. Arcade - It was extremely unfortunate timing that both of our top arcade games had issues at the same time. We were able to get the skeeball fixed for Scott but the racer required a part replacement that we had to order and took a few days to come in. Solution: As mentioned above we are now having someone do a walkthrough of the place before each stay. We take all of these issues very seriously and I appreciate the chance to resolve them to make sure future guests have a wonderful 5* stay like 99% of our guests so far have across our multiple properties.