Laura was very responsive and courteous but not always able to provide a solution. I did read a prior review regarding a bad smell (like drain pipes) in one of the bathrooms. Yes, it was true….one of the master bathrooms had a strong bad smell. Not enough to ruin a trip to Barcelona but enough to bother you and feel you are not getting your moneys worth as the place was priced above average. We reported it but it was not solved. We also requested early checkin (30 to 45 min earlier) prior to arrival, they said no. We decided to try again once we actually arrived. We arrived at 4:30 pm and requested checkin then (30 min earlier) and they said politely no. I guess this is due to smart lock access to apartment being rigid but I found that transactional and not good customer service….opposite to many prior AirBnB customer service experiences.