I dealt with Caroline who was fantastic! She was very responsive and lovely!
I was a little disappointed to find that when we checked-in, we only received 1 key in the lockbox. I was told the previous renters took the second key, and it was never replaced. This was a huge inconvenience as the key needs to be inserted into a slot in the room in order for the air conditioning and lights to work; my husband or I would leave to get drinks or food, and would be forced to leave everyone in the room in the dark with no air conditioning or lights or electricity.
The large lift was broken the entire time; we were only told this a couple hours before checking in. We had to use stairs or the very small lift which fit max 2 ppl. This was difficult with 3 small kids and a stroller... plus luggage upon check-in and check-out and required many many trips up and down.
Location was good being next to the Time Out market and cafes, but it is also very busy. We tried to keep the windows open one night, but it was too noisy with the partiers on the back street. Depending on what someones preference is, this could be good or bad. But once you have the windows closed, its essentially sound proof.
I liked how it was close enough to the square to walk as well as the water front. Train station is right across the street which is great.
The front desk security wasn't very helpful or pleasant. We needed help ordering a taxi when we left, and they told us they couldn't help. This was a little disappointing. The room overall was clean; the shower has some mildew. There is not enough light in bedrooms. The beds were not very comfortable, however, I find the mattress at every location we stayed at to be on the firm side. Pillows were small and not as "fluffy" as I prefer, however, lots of pillows were provided so we were able to stack them together. It was spacious enough for everyone; the kitchen is a little small with no prep area / counter space. The fridge is also a mini bar fridge which didn't fit all of our drinks etc.