Odile was always fast in reponse. I have arranged an earlier time to pick up keys from Michelle and that was not a problem at all and it was actually ready by the time we arrived at around 1pm. The house is clean and cosy. Happy with the kitchen equipment and towels provided and the toys are a big plus for my toddlers. The location is really convenient, few steps away from the East Acton tube station and there is a convenient store opposite the tube station. One thing for those with kids who would like to book to take note is there is a spiral staircase to the top room. As my son is only 2 years I have tried to avoid for him to go up with the fear that he will fall through the gaps although he could go up and down by himself.
Overall it was a very nice and cosy stay and I would definitely recommend it!