I never actually met Zack, but I will say he was very communicative and friendly! He responded almost immediately to any issue I had, including an overnight issue with the heat being too warm (which he immediately turned down). I will say, do not expect anything aside from a hostel-stay experience. You will hear people coming and going until 12/1a and hear people in the common areas all the time. Bathrooms are shared and you might have to wait. This particular room (Room 3), is right above the main entrance, and there is a loud buzzing from the gate, as well as a flood light that goes into the room. So, not the quietest sleeping experience. I definitely benefitted after I bought ear plugs. Also, you'll be sharing a room with a stranger, which has it's own nuances. The bed was comfortable and sheets clean. Everyone I met was friendly.