My daughters son had to be at the burn center in Salt Lake for an extended period, so I booked them this to stay. Communication for check in was easy and great. But, when she arrived, there were plenty of bugs, both alive and dead, and she was super uncomfortable staying. I immediately tried to cancel, and gave the owner 24 hours to remedy. I called the owner and emailed the with no response, so I booked her a hotel room,. I finally got a response from Nancy, she said she would send the exterminator out on Monday, this is on a Friday. For me, that meant at least a couple of nights after extermination before moving in, that's nearly a full week of my month stay that I cannot stay and have paid for other accommodations. I requested a cancellation and a refund., and, at this point, i left a sobbing message on Nancy's phone that I am a super host myself and would never have done this to anyone, let along cause so much additional stress to a family that already has a child in the burn center in Salt Lake. I was ready to simply lose the money I had spent on this unit, I booked another stay elsewhere and moved my daughter from the hotel to there. We never spent a single night in this unit, walked in, walked out. Nancy finally, finally refunded but not after hours and hours spent on the phone with VRBO and leaving her messages both on the phone and through the platform.