We had already reserved the best room, so they couldn't upgrade us :) Staff were nice and responded to texts but maybe weren't around as much as usual since both the owner and manager had babies due the week we were there! Excellent excuse :) If you ask for what you need, it seems all is possible. For example, I asked to borrow a snorkle mask and waterbottle, and they happened to have some that other guests had left behind. They arranged a massage for me ($50 US) at their other (more upscale) property on a couple of hours notice.
We wanted a charming place and we got it! The property is lovely, quiet, decorated beautifully, mellow. They have an honor bar and plenty of bottled water. Nice breakfast, not gourmet but hot and homemade. I did not prefer our shower, a rainshower, bc it was impossible to start it to warm up without getting wet. That's just me. The a/c worked like a charm. Adding some little snacks and upgrading the coffee would be welcome improvements.
The location is convenient, about 5 blocks from the main areas. It is not unsafe or dirty, but there are many vacant buildings and the sidewalks are in terrible condition. Not many businesses, and even those few seemed to be closed sun-tues so it felt deserted. We did love the eco-store nearby that sells staples by the ounce, like nuts, granola, shampoo.