These folks are doing a great job... of convincing me to go back to hotels. Other travelers are seeing the light, too.
1) The communication left a terrible taste in my mouth--unprofessional and uncoordinated. There are two people "running" the inbox and neither reads what the other said, so I got conflicting answers regarding early checkin. One is very pleasant and the other is very curt, borderline rude—I'm convinced that one or both are bots.
2) They make you do some crazy-intense deposit and verification process after you book; I wasn't aware of this beforehand. It's an extra deposit on top of everything else, and all the fees, and an annoying process involving sending both sides of your ID and a selfie.
3) For what they charge and the five-star experience they claim... Shampoo was cheap V05, coffee was Folgers and powdered creamer, downstairs toilet is wobbly, and one of our keys didn't work. None of this would have bothered me if it weren't for (see above)