Instructions were only sent upon landing at heathrow. I feel that the instructions can be more thorough - a lot of it we had to figure out on our own. The apartment in on the first floor, which meant we had to go up a narrow and dirty stairway before getting to the apartment door. The apartment is old and honestly not clean although andrea insists that it is. The toilet was poorly maintained - a lot of it andrea attributed to it being old, but for the price that i was paying for the apartment there was no excuse. I booked for 6 people but the linens and cushion were not prepared for us. I had to look for it myself in the cupboards and the duvet was dirty. The wifi was not working. The biggest problem i had was the heater that was not working in the bedroom. Andrea insisted that she fixed it, but when i went back to the apartment, the heater was still cold. I also found that she had bought a new duvet and she also tried to fix the router for us but honestly it was too little too late.