We did not meet Mark until the last days of our stay but we had no trouble getting the key and getting in. The place is comfortable enough and in one of the safest, quietest and most family oriented neighborhoods anywhere in NYC. If you happen to be Jewish and keep kosher then you could not ask for a better location. Also, if you are looking for deals, or have kids to entertain, the great heavy-discount store Amazing Savings is only two short blocks away. The beds were very comfortable, the bedding was very nice and the unit was clean. Appliances in the kitchen were clean and worked fine. Our main issues were the many steep and tight stairs into this second floor unit (we had an elder parent, baby and too many heavy bags with us to make this a great option); the "free parking" which is only available if you are lucky enough to find a spot on this very full street; and the lack of a bathtub. We checked with Mark ahead of time regarding the internet which others had reported as spotty. He assured us that it had been fixed and it in fact was. Had to ask him to reboot router once or twice - but that happens anywhere and is not to be held as a criticism. It worked fine throughout our stay. When we did meet Mark late in our stay he was nice enough, friendly and made an effort to be helpful. We are originally from that area so we really did not need anything else from him. The heat was low one day but generally worked fine. What we did not like was being charged $50 extra for a late checkout after staying for two weeks and paying upwards of $2,800... Overall - highly recommended for families who want a quiet, safe neighborhood close to many kosher food offerings. Not convenient if you plan to use public transportation into and out of Manhattan, if you have heavy bags or if you have an issue with stairs.