Silvia was very helpful and easy to communicate with. We lost the keys and she had a backup plan in place and made it easy for us to manage the situation. The air conditioner works very well, the mattress is comfortable, the appliances all worked well, and the home is clean. The reason we can't leave 5 stars is that the towels were rough and scratchy, all the pillows provided were very thick and stiff, and the shower is really extremely small and confined to the point that we were hitting our elbows every time we turned around.