Tom was an amazing host even though I didn't actually meet him during our trip! My sister lives in London close to the flat and was able to obtain the key for the flat for us since our flight got in very late. Tom was in contact the next day to check on us, make sure we had everything we needed, and even stopped by later in the day to bring more fans (it was hot this past week!) and also to loan us his Apple TV (NETFLIX!!) since the TV channels were not working. Such an awesome and not expected suprise!! Tom continued to be in touch with me every few days during our stay to make sure we had everything we needed. I would highly recommend this rental for great service, nice neighborhood, and closeness to train station into London.