Mark was very good at replying to our emails prior to our visit and even helped to arrange an airport pick up upon our arrival for 550 crowns. We did not get a chance to meet him, however we did call to ask a question and he was easily reachable. For our keys, Mark arranged for one of his assistants Carolina, to meet us in front of the building and she was very nice and helpful. The apartment is clean, modern and spacious and in a great location. Only thing I would say is provide more than one towel per person especially when staying for a length of time (we stayed over a week) and more than 1 key to apartment because you need a key to not only get in but OUT of the building. My family and I would definitely go back - we were very pleased!