Although we did not have a chance to meet Natalia in person, our experience has been positive and it was easy to communicate with her. Our AC broke down right before our arrival, but Natalia took care of it right in time before the onset of a hot and humid night.
The only thing we had to work around was the fact that we shared single bathroom/shower among 9 people. Thankfully, the system established by Natalia worked.
Everything has been as described by Natalia.