The host was VERY responsive, always available to help to answer any questions, and very kind. The lower rating is not from the EXCELLENT customer service, it is from the property. The photos should really be updated to reflect the current condition of the house. I love the small touches that greeted us (cute folding of the toilet tissue, towels/wash cloth, paper towels, etc.) There were several renovations to the home (kitchen, flooring, downstairs bathroom, etc). The problems were:1. Master bathtub/shower had stains, mold, and two cracks on the glass walls2. Back door didn’t lock, but the exterior screen in porch locked3. Coach needs to be cleaned4. No curtains or blinds in the back of the house5. Front curtains did not cover the entire windows and wish the material was thicker6. Light bulb out in refrigerator.