I booked Marlene´s apartment for my parents who were visiting from New Zealand. Unfortunately, Marlene didn´t inform me until two hours before they were due to arrive that she would not be home at the agreed check-in time. This led to a lot of confusion and stress for me to try and convey this information to my parents. To her credit, Marlene did subsequently try to help sort everything out for them and even made an extra effort to print out their vouchers for a cruise that I had booked for them which was much appreciated. However, from what they told me, there were a number of issues with the accomodation not being easily accessible (problems with access etc) for people of their age (70) which I would have loved to know before the booking was confirmed.