I did not meet Susan, but she was super helpful, all the indications were clear and replied all my messages almost instantly. The bedroom cleaning and AC were absolutely great, identical as pictures. The mattress was firm for me but perfect to rest well. I liked all the details, body soap, shampoo, towel, extra sheets. I loved the neighborhood too: from metro station 15 min by walking, there are several stores, restaurants, etc. Safe for walking late at night/early morning. The bathroom could be better/cleaner.