My experience seems to be an outlier: there were bug problems that prompted me to leave and get a hotel room in the middle of the night so I could sleep. In the morning when I spoke with Donna about it, she was obviously mortified, saying this was the first time that had happened, and immediately refunded my money. She and Rando also reimbursed me the cost of staying in a hotel, and as I took my things to my car she was already going into the apartment to deal with the bugs. I agree with the 5-star reviews of the hosts' kindness, and I appreciate their professional response and want them to succeed.