We had almost an hour of trouble with the lock but Nancy was responsive. She made sure the house owner reached in 20 minutes. We were given an alternative place to stay which was better than the one we booked. The one we booked was a remodelled basement. It would have been ideal if the description said that the ceilings are low. The house was very clean, had most of the stuff described in the listing except salt and pepper. The location did not seem very safe for walking around at night. However, I would really appreciate how Nancy was quick to respond to all messages. We would have been stranded, if not for that.