We didn't get a chance to meet Louise but she was very responsive to emails and getting access to the chalet was quite straightforward. It is a unique and rather quirky location (and building) and we enjoyed our stay. The chalet was clean and very comfortable and is extremely well located for all Waitomo based attractions. There are limited cooking options (there is a microwave) but the local restaurants are fun, as is the Thirsty Weta in Otorohanga, about 10 minutes drive north.