Helen's communication was good before and during the trip. She replaced the deflating sofabed the next day and was very responsive and accomodating to get it delivered. However, this apartment should not host more than 4 people. We were 3 adults and 2 kids and only the 2 kids slept comfortably (on the bed). I pretty much slept on the floor the first night as one of the air mattresses was leaking. We had to fit 2 queen size air mattresses in a NYC living room as the sofabed was broken and dirty. We found broken glass, trash and old sox underneath when we opened it (although the rest of the house was relatively clean). The plumbing in the house needs to be redone entirely (everything moves as you turn the faucet, the water in the toilets runs 24/7 and it takes 2 hours to find a position that doesn't burn you). It was very difficult to open all doors (you know these doors that only people who know them can open, where you need to pull as you turn the key and stand on 1 foot as you sing the right song :) Overall, I would not recommend this apartment if you want to have a good trip in NYC.