Susie was extremely quick when we messaged her with a question about the heat as it was too cold. She came up late at night and gave us space heaters which was great! The description is very accurate, from the comfy, cozy, quaint apartment to the warnings about steep external stairs and the internal spiral staircase (almost a ladder). We are in our 60's but fit and this was not a problem for us. We enjoyed the big selection of coffees and teas, the many tv stations, the multi-device charger. We didn't need the snacks other than coffee but were glad they were there. The description includes that the bathroom is upstairs, and that is a good thing to realize because using the bathroom does require ascending the spiral ladder/staircase.