Gladys was just awesome. Sorry we didn't meet Bob. We arrived just before "Snowmageddon" in New York on 1/22/16. When we told Gladys we didn't want to spend our vacation trapped by 27" of snow, she was so gracious & understanding. She refunded our entire charge even though we told her we expected to pay something. We were able to escape to Boston before the snow started flying. Our only regret was we weren't able to help them dig out. What NICE people!!