During the pre-check-in process I had asked for an air freshener because I saw previous reviews and later confirmed that the building has a strong odor to it, but the air freshener was not provided and I never heard back on whether or not the air freshener could be provided. I later realized that the bed has zero support and I was sinking into the mattress. Paired with a tall pillow and that led to waking up with back and neck pain for us each morning. It was unclear whether to message Grace or the Amy Finehouse company number, but when one didn't respond I messaged the other. I was told that the pillows were on their way, so I was expecting them. So you can imagine my confusion and disappointment when they never showed up over the course of 3 days that I was expecting them. I was never told that the pillows would not be brought to the unit. Being backed by a company with multiple Airbnb apartments, I expected better and clearer communication. Everything else was great, and I had other questions answered quickly by Grace or the team, but when it came to needing items, that's where they over-promised and ended up not delivering on the promise. One of the main necessities for an Airbnb is a comfortable place to sleep, and this place did not deliver on that. And with all the additional fees this apartment ended up having the same cost as a regular hotel room, which easily supplies pillows and a comfortable mattress. I appreciate the hard work they put into cleaning and maintaining the place and appliances, but the above are areas that need improvement before I decide to recommend or rent from this company again.