Mike provided excellent instructions for how to access his flat and to enjoy places in the area surrounding the flat. Upon encountering difficulty with access to the flat, his frustration seemed to seep into the conversation with us where we had no involvement in its cause and should have had no involvement in its resolution. Its difficult to characterize someone as brash when dealing with electronic communication, but that is the feeling we were left with. Mike could have been more apologetic given the circumstances and that he is in the service industry.