Our review is not of the apartment since we never saw it: the photos are lovely. Instead, our review reflects our experience with customer relations with the host once our trip was canceled for reasons outside our control. We booked a Christmas week stay to spend the holiday with our daughter. A freak snowstorm closed the Vancouver airport (Vancouver rarely gets snow), and after two days stuck in our connection airport, we gave up. Vivian was very responsive to email queries during booking and in the week leading up to the trip, but didn't respond for three days when we asked about cancellation (and after Airbnb contacted her on our behalf). Obviously the storm is out of the control of the host, too, and she is running a business. But in my experience, businesses fare better when they view customers as people, first. We'd encourage customers to ask hosts (who have the ability to tweak cancellation policies ) what they will do if something unforeseen occurs.