First, the not so good:
My mom, sister and I were visiting Denver from NC for two days to see my brother who had recently moved there. I informed Brandon & Jean that we would be arriving late at night, which they said would be no issue and gave me the entry code and other instructions. We arrived at the house after midnight, and the code did not work. We stood out in the freezing weather (in the 20's) and tried calling the property management company (as their instructions told us to do for any issues after 9:00pm since they would not answer). They could not help us with the code or in any other way, so after after being in the frigid cold with our luggage for quite a while we finally got an Uber to my brother's studio apartment that isn't furnished yet and tried (to no avail) to sleep on his hardwood floor. Needless to say we were exhausted and barely functional the next day, which was one of our only two days there. The next morning, they send a message with the right code, apologized, and at my request they said a partial refund would be issued after our stay. They did refund one of the nights but refused to refund one third of the trip total, which I requested and thought was reasonable for the hardship and for cutting into our plans due to exhaustion. I suppose this is subjective and they "technically" did the bare minimum by refunding the night we weren't able to access it but I certainly know I would do a lot more if I were hosting guests and the same thing happened. With all that being said, I know mistakes happen. I just wish the response was a little better.
Next, the good:
From 9am-9pm, Brandon and Jean are good communicators and responded promptly to my messages. The property is in a GREAT location, and was clean and well-appointed. It is also, in my opinion, reasonably priced. As you can see in their reviews, the overwhelming majority of experiences have been positive at this place. I think that despite our experience, as upset as I am about it, I can objectively say that this is overall a good place that you will probably be happy with. I would think/hope that what happened to us was a fluke and I wish them the best of luck in the future.