Charles was very responsive. The houses were spacious. Kids loved the hot tubs. There was plenty of beds and bathrooms for our family of 14. Housekeeping was lacking as the top floor in One of the houses. The floor was covered in dog hair. One of the children was highly allergic to dog hair and woke up with swollen eyes. In that particular side the towels smelled like vomit. We did take care of that immediately since there is a washer and dryer on site. Our wish list, The bedrooms and bathrooms could have used storage (ie: hooks, shelves) Kitchen equipment to accommodate a rental home with the capacity of 14 people (such as casserole dishes, large mixing bowl, large cookie sheet, etc.)