Richard started out by providing us with extremely friendly and helpful information about Melbourne, travel arrangements and the area in which we were staying, from our arrival at the airport right up to getting to the apartment. He made us feel very welcome. He was waiting for us at the apartment when we arrived and came down to meet us at the lifts and accompanied us up to the apartment. He then explained the layout and how the heating, etc worked. He was close by during our stay, so that if we needed him, he was able to come straight to the apartment to help. He dropped of his own spare phone charger at one point so that we could borrow it for the duration of our stay. We were certainly in capable, friendly and reassuring hands.