Sarah was very responsive to an incident we had. My brother-in-law checked into the location to find the toilet clogged and water overflowing at the back. We did contact Sarah and she did have someone come and check it and fix it the next day, but the toilet was unusable. Compounding that, the stay was during the polar vortex, and the secondary heat source never kicked in resulting in my brother-in-law and his children having to sleep with an intermittent mini split. However, despite all of this, Sarah did move them to an upgraded unit for their second nights day, so we really appreciated that.