There were several not so positive aspects. We arrived and could not get into the unit. The substitute unit was "cleaned" so quickly that there was still clutter around. It was definitely NOT THE SAME as the picture. On entering, could see that the unit in the ad was staged. The address was unexpectedly changed from one to another right before check in. Two different neighborhoods. There were some basic amenities -- blankets, wash cloths -- that were not there. The neighborhood was a little sketchy, didn't feel safe going out by myself.
On the positive side, Kay was responsive and worked to resolve problems. Willing to be flexible. For example -- we needed blankets. After first telling us that they were not available and we should turn up the heat, blankets were sent. The kitchen was well stocked. The parking was very convenient. In daylight, the downtown location was actually a plus. Kay was genuinely remorseful and wanted to make our experience right.