We liked the apartment a lot; also, the downtown location was great and the price was reasonable (for Palo Alto). However, the attention from our host was definitely sub-par. Here are details. PROS: This was a very comfortable apartment, with a very comfortable bed (firm but cushy), gleaming hardwood (or laminate) floors, two good-sized tables for working (one in the bedroom, one in the living area), TV with cable, excellent high showerhead, large medicine cabinet, ample closet space, useful stocked kitchen, and very easy parking. And of course, the downtown location was a big draw as well. The immediate neighborhood was safe and very quiet. The washer and dryer worked great, but it was a bit of a surprise that they are in a separate (nearby) building and that they required coins ($4 minimum for the washer). CONS: The couch sagged to the point that my wife found it too uncomfortable to sit upon. The front door to the building had a lock, but we didn't get a key for it. Once we returned to find it locked, which was scary -- fortunately someone in another apartment heard us and let us in. It would be best either to provide keys to the residents or else to remove the lock. Although the wireless was usually OK, sometimes it was slow, especially in the evening, sometimes under 2 Mbps according to speedtest.net. Actually, the wireless network she gave us was always slow, but she posted a different one on the Airbnb interface, apparently for other units, and that one worked OK for us. She misspelled both network names (which seems to us quite careless) but we were able to guess. Most of the negatives were largely about poor communication between us and the landlady. We very much appreciated weekly cleaning. But we had to ask what the procedure was and it would have been nice to know approximately what time of day the cleaner was coming rather than merely that it would be sometime in the afternoon. In one case, we were told a day when she didn't show up, without an apology. (Instead, she said that the cleaning lady is unreliable.) We had to go online to figure out the remote controls for the AC+heating unit. We found this pdf: http://www.mitsubishielectric.ca/en/hvac/PDF/m-series/MSZ-A09-12-15-17NA.pdf It would have been nice to be told about this. There's also a (perhaps less helpful) youtube video: https://www.youtube.com/watch?v=1LZ81NNx41Y Further, we rented this apartment largely because it had air-conditioning. Unfortunately, during an unusual heat wave in Palo Alto, it went out. We own a home and understand that these things happen. However, the landlady didn't respond to several calls and texts about this problem and the repairs took 8 days, leaving us without AC during the entirety of the heat wave. On the cooler day when the repair finally took place, we were told that access to our apartment was required without any advance notice, which was inconvenient. The landlady did bring us a fan on the first day,...