Charming Lakefront stunning View

DISASTER -Slow response from owner (took 24 hours) had to leave because no heat and pay $$$ to hotel Positive: The apartment seemed nice at first, if worn down a bit. However, the lack of responsiveness from owner was frustrating. Negative: After entering the property, it was freezing (Lakefront place, in Chicago in April 40 -45 degrees out) Could not locate thermostat. Immediately called owner tel# provided and left voicemail. I then sent a text to same number. Waited an hour and then send email to Booking.com (no direct customer service number was ever provided by them) Then called and left voicemail again. It was too cold to stay and weather was predicted to be even colder over our stay. So we found a hotel last minute - at a much higher cost - but necessary since it was too cold to remain there. Owner finally responded 24 hours AFTER our attempts to contact. In total, we were in place less than 3 hours, did not use any facilities (toilet, sink etc.) just waiting. Owner claims they cannot refund (wonder if that was the intent in not responding for 24 hours) - so we wound up paying double. We have rented our property through VRBO for 15 years and always respond within an hour, or try to find a solution to any guest concerns within 4 - 5 hours. This mistreatment of guests is unacceptable.