Patrick was easy to get ahold of when I couldn't get the door unlocked when we arrived. He fixed the problem remotely and right away. Instructions and description were 100% acurate, however, if you are from the states, know that "second floor" means third floor, as first level is considered the ground level in the UK and so on. Our travel plans abruptly changed the day before we were scheduled to arrive to only being able to spend one night, and I made an error and canceled my two night reservation. I ended up re-booking and re-paying for the room for just one night. I understand the cancelation policy, and do know it was my error, but was dissappointed that my request to check in early and pay extra on what would have been the morning after our first original night was denied. The reason given was that the room had been rented, although it had been less than two hours since I canceled it and I was able to rebook it for that night (it hadn't been rented) so we could use it when we arrived at noon. In total I paid for four nights and spent one. Again, I understand that this was my fault and I was jet lagged and trying to avoid catastrophie on more stairs than expected with my elderly father, but a little leeway with an early check in instead of having to rebook would have been appreciated.