This trip was a one-year anniversary trip. When I was searching for a romantic place to stay, having a fireplace and a jetted tub were very important to me. After we arrived, we looked for instructions on how to turn on the gas fireplace. There were none. There was a remote with an On-Off switch that did not function. So we opened up the bottom of the fireplace insert and found some manufacturer's instructions. The illustration on that card did not match the installation - everything was backwards. We called the help phone number provided and I was told someone would email me instructions within 5-10 minutes. I checked my email at least 30 min later and there was nothing in Inbox or Spam. So I called back. Spoke with someone different. I was told there was no such thing as emailed instructions, and that the local manager would be the only person who could help me. But....too bad.....they don't take calls after 6pm unless its an emergency. I was told someone would call or text first thing the next morning. Never happened. I got a call the evening of 10/17. Was told he would come by in the morning to get it to work, which he did. So we had my "essential" fireplace for one night. He told me he would have the local manager call me. Never happened. Other issues that need attention: light over stovetop not working, both lamps in 2nd bedroom not working. What appeared to be a camping lantern was left to use. One lamp in 1st bedrm has broken switch. I would like a call from someone.