Valerie was very responsive and helpful. the only reason why I'm not giving 5 stars is because the check-in was 40 minutes late. I usually wouldn't have mind, but we had tickets at 5 pm for a show. Then, when we were going in the room, a lady went in with us to get her things. (laptop and I'm not sure what else) I'm not sure if she was staying there. lastly, the sofa bed was a little too hard for me. not much support. having said that, Valerie was great at responding and fixing the problems.