Sadly we didn't get to meet Sophie because she was travelling, but, happily, she still managed everything beautifully.
Our booking was very last minute (24 hrs) and in a crisis situation, she just picked up the phone to me and couldn't have been more helpful. So much better than working through emails. Despite being in another country, she checked in on us and gave lots of helpful information.
Oh and yes the apartment IS as nice as it looks on the photos!