This was a really great option for us (2 adults one child) while visiting Melbourne and in particular people in Heidelberg.
The apartment was larger than we expected, the beds comfortable and the layout good for separating those sleeping from those awake.
The kitchen has the essentials (though we didn't cook during our short stay) and includes a dining table and large fridge if you were staying for an extended period.
Washing machine in the apartment and the ability to dry clothes on the balcony was an added bonus.
We didn't have any issues with the hot water and showers.
The location is really good - a short walk to train and bus and the fabulous Leo's supermarket and bottle shop only a couple of minutes away, plus various other restaurants, supermarkets and other shops.
The apartment is at the rear of the complex and although all these amenities, and the hospitals, are close it is very quiet and the outlook is mainly trees and other vegetation.
A couple of points to note - the apartment is on the first floor so there is a flight of stairs to negotiate, and Heidelberg is hilly by Australian standards so this may affect those with mobility issues.
On the plus side we found rideshare services were very quick to come, even on Christmas Day, which is great for those who don't like public transport.
We didn't meet Bec but communication was good - we had no need to contact her during the stay as everything was clear and as we expected.
Would definitely stay here again.