Cathy was there when we needed her but otherwise let us be. She was very responsive and replied quickly to emails. She even had the (amazingly powerful!) heatpump on when we arrived, which was very appreciated considering it was the coldest winter day so far and the unit is part of an older villa with traditional wooden windows/doors. Some nice touches: there were heaps of warm blankets, an HDMI plug to connect a laptop, and all the kitchen amenities one could ever ask for!