We did not meet Polina but she was communicative online and her instructions were clear. We easily got access to our keys and found our unit. Polina also checked in on us via e-mail a couple days in to our trip which was a nice touch. The condo was very warm during our stay in summer and the pullout couch had some cleanliness issues. All-in-all would recommend for others to book here. The location is fantastic on a quiet (for downtown Vancouver) street but very close to everything downtown and easily accessible from the train station if coming from the airport.