My boyfriend lost his passport on our trip to Berlin and we thought it might have been somewhere in the apartment, even though cleaners had not come across it.

Charlotte did nothing to help with the situation and declined our request to search the apartment after we had checked out.
We had to stay an extra night in Berlin in separate accommodation and obtain an emergency passport from the embassy to get home.
Charlotte found the passport in the apartment a week later.
I hope they will do the slightest bit more to help in such a precarious situation if were to happen to someone else.