Certainly not "bad" the unit was just ok. The location did not work for us that well. Jen was immediately responsive when I did text her. There were other issues that I could have asked to resolve but I am not a complainer and they were not crucial (like locating the hairdryer, for which I received an immediate response to locate it). Check in was easy, the place was very clean and the beds comfortable (even with my back issues). Jen was most helpful in acceding to our request to leave the luggage in the living room until later in the afternoon)