Ben was extremely flexible with our booking. The week before we were to arrive in Gatlinburg our Vrbo was cancelled. I contacted Ben, he answered his phone on one ring, and was able to confirm our booking was accepted and also granted us early check in (because we had already made dinner reservations for that evening, so 4:00pm was a little late for us to check in and also make it to our reservation.) When messaging, Ben was a little slow to respond, but I understand he has a family and isn't right at the property and did answer all of my questions within 4-6 hours. None of my questions were things that needed to be answered immediately. The directions for were to put the garbage and how to set the thermostat were a little unclear, but otherwise the home was easily accessible and the wifi worked well during our stay. The photos definitely do justice to the condition of the property. There is some minor wear and tear in the showers from use and it looks like the faucet was switched out in the one shower, but everything worked well. The water pressure was a little light, but overall the showers did the job! We did need to buy drain cleaner for one of the rooms, but after using that the shower worked just fine. The laundry facilities are small but do the job. Sometimes we had to run the dryer more than once to dry the items in it, but that's no different than the dryer I have at home as well, it did the job.