Mario is a robot. His messages are all scripted and he won't respond to anything you actually ask him about. We had very serious concerns about our travel plans that we wrote to him about more than once, but "Mario" didn't respond to any of it. We did, however, continue to get robot messages about our stay, which we weren't even able to go to! He thanked us for being such good guests and we didn't even show up! His whole messaging system is a complete farce. Definitely an absentee owner in every sense of the word.