Update: I reached out through the platform, even though that was not how I booked. Now I'm just receiving nonsensical messages instead of them checking their voicemail or texts! We have been without hot water for 39 hours in one of their properties and have been unable to contact the service. This is not the only issue we've encountered, but it's the most urgent, and they are not answering calls, messages, or emails. Perhaps this will prompt a response.
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