Michelle was responsive and friendly. We thought the location was great -- right near the subway and close to Central Park. We stayed in the jacuzzi suite. We thought the place was great value for us, but as it's an old-style guesthouse, there were various rules to follow, like not cooking fish, not moving certain curtains, etc. No bother for us, but if you are looking for a swanky hotel experience, you might be taken aback!