I contacted Anna shortly after we arrived in Austria and she replied promptly. She was very flexible about meeting us at the apartment to give us the keys. We were not sure of the exact time we would get to Vienna. Anna's cousin Marianne allowed us to call her 20 minutes before we arrived and was there to meet us with the keys. The cleanliness, abundant towels, maps and guidebooks, the notebook that Anna provided with recommendations for shopping, restaurants, taxis phone number, was very professional.