This was my family's first Airbnb experience, and while it wasn't completely free of glitches and mishaps, we all agreed it was a good experience and we would certainly do it again. The host, Brian Burr, has a lovely and charming Victorian home with modern conveniences and elegant features. The location is stellar and we enjoyed quick and easy access to public transportation. Our few disappointments are mostly with the management company, Pillow Homes and not the host. It is my understanding that Pillow Homes is responsible for all cleaning and preparation for guests turnover. I would like to have seen the "Welcome Pack", as was promised by one of the Pillow Homes agents. We inquired before our arrival about soaps, shampoos, etc, and were told that a Welcome Pack would provide those items. A used bar of soap left in a dish is not what I had in mind. It was confusing about what products belonged to our host and what were left over by previous guests! Obviously we didn't want to use either of them. The home, especially the gorgeous master-bath was also not left in fresh condition. My cell phone text review to the custodial manager reflected my disappointment but nothing was ever resolved during our stay. The hot tub water was finally clear and clean by our last day. We stayed five days. No one in stepped foot in it. Overall, our stay at Brian's was very good but I feel it unfortunate that his review be so closely tied to that of the property management company, Pillow Homes. I would stay at this location again, and am hopeful that Pillow Homes would step up the service to reflect the expectation of the host and future guests.