Karen was great. Family was super nice and fun to talk to. And you know what else was great, the place! Extremely clean, cozy, spacious. If you're coming to visit Lanai, this is the place. She even accommodated my slight adjustment in plans and was available to help. Only negative I can think if is that sometimes the response time was slow if she didn't have phone signal. Not her fault though! Honestly, everything was fantastic.