We never met Karla, but she was very quick to respond to any questions. The place was mostly clean with some extras like silverware, dishes, toiletries, wine/wine glasses, and towels. One towel was dirty with what seemed to be makeup, but I told her as soon as I saw, and she responded fairly. The apartment is a few minutes walk from Salvador and Baquedano metro stops, the Zoo, and Patio Bellavista is nearby with shopping and restaurants. The front desk staff are so nice and helpful--greeting, calling for a taxi, and watching our luggage before/after check-in/out. We felt safe here. I definitely recommend.