Nicholas was very flexible but his unit was not in the condition it should have been when we picked it up. The day we picked up the rental I had to do it on my way to work and paid more attention to the operation of the trailer and the nuances of some things that were repaired on the fly and had not been repaired correctly yet. The outside of the trailer was very dirty and he apologized for its condition since he was unable to wash it the day before I picked it up. Once I got it home it was very apparent the trailer had not been cleaned at all and was in very poor shape. I called Nicholas back and he gave me the option of returning the trailer or giving me a discount. I took the discount to avoid cancelling my vacation since I would not be able to get another trailer before our departure. During the trip the heater did not work at all and the inside of the trailer was a balmy 48 degrees. The awning only worked once and was difficult to get closed. The gray tank had a small leak when I first brought it home and seemed to be holding its own until we left and got down the mountain with a full holding tank and it was obviously leaking very badly. Just some things that will need repair before the next rental and confirm it has been cleaned. Nicholas was flexible with pick up and drop off times that helped us tremendously and we appreciated it. The bed in the trailer was a king size and we put in a queen size which still hung over the edge into the dining area which cut down on seating comfortably at the dinette. It also hung over the steps that lead to the bed area which make it a little more difficult to get in and out of bed but you can step up on the dinette or couch to get in bed. Take your own chemicals because they don't use chemicals and it doesn't smell that great in the bathroom. We used chemicals and an air freshener and the bathroom was fine. Most of what you need for dropping the trailer and hookups are provided if you have that luxury. We were off the grid and unable to call a tech at Outdoorsy to give us support to remedy the awning and the heater. I have had great support in the past from Outdoorsy techs.