this was a very last minute booking and Mark was nice enough to accommodate the request.
a lot went wrong at check-in. note I am skipping a few details for brevity. long story short, other guests decided to use the room I had booked, took the keys, left, and didn't let Mark know. he tried to contact them but they were unresponsive.
one of Mark's renters was very helpful and opened the door and while figuring out what to do, he made sure I was able to be inside a room at all times. after a lot of back and forth and moving my (and the other guests) things from room to room, I went back to the first room.
Mark offered to pay for a new lock so I could be sure the other guests wouldn't be able to get in anymore. I ended up not getting and installing a new lock myself since I wasn't comfortable leaving the house. he got a handyman to come in and a new padlock was installed. I was able to finally settle after about 4 hrs or so...
note that about 2 hrs in, Mark did offer to let me cancel and fully refund me, however, everything was booked, so I decided not to. I appreciated him pushing through this mess and making it work.
while the experience was not ideal, Mark was available, communicated through out, and took care of things as best as anyone could. he is also very reasonable and refunded me for a blanket I had to buy as well as the cleaning fee (since I booked so last minute and other people had already used the bed)
since I was woken up at 1 am with the other guests trying to get in my room, I let Mark know and asked him to reach out to them again. he was able to talk to them and once he figured out what happened, he let me know so I wouldn't worry about sharing the house with these guests.
the room and house are what you would expect them to be for the price and standard wear and tear. it is a good location and has good wifi. the room and house don't quite look like the pics anymore, but that's expected as Mark rents a few of the rooms long term. This is helpful as there's always someone onsite that can help.
after all our troubles, Mark said he would change the locks for other rooms so this never happens again. I'm sure if anything is needed and communicated, he'll take care of it fast.
I appreciate Mark's patience, communication, and resourcefulness