We stayed at this place for 3 nights for new year eve which I had booked 4 months ago. I had been in touch with Adele from time to time to give her the update of our schedule. She had mentioned for a few times that they are as flexible as they can be. She knew that I will be arriving in London in evening, but my friend will be arriving around 7am. Adele had offered that my friend could leave the luggage in apartment after they checked out at 11am. Since my friend's flight was too early so she decided to buy train ticket for a visit to another place and return to London around 6pm instead of wasting 4 hours just to leave the luggage in the apartment. . But my friend called Mike for a few times after she arrived kings cross (it was around 8:30am), but she couldn't reach him and no reply even left voice mail. I was in Iceland at that time, but I messaged Adele immediately about this. She replied me that the previous guest hasn't checked out yet and it's not possible that she couldn't reach mike. (Actually even a police helped my friend to call). I told her my friend would return there around 6pm. After Adele hearing this, she said it's not possible because they expect my friend collect the key in morning and they won't be able to pass the key after 4:30pm. She had never mentioned that before. I explained to her that my friend was already on train and there's no earlier return from the place before 4:30pm. But she kept saying that's not as what she expected. and said, we must check in before 4:30pm otherwise this booking cannot be proceed. And even asked me to suggest my friend to book another hotel there. It was a threat to me and stressed me out as it was 2 hours before I depart for London from Iceland. Furthermore because it was booked 4 months ago so it was totally not what I planned. So I asked Adele is it okay to have my friend who lives in London to get the key, she said no. And she even requested me to give her the three names and address of us by sending me this "Unless we meet a real live person whose ID we can check who is a registered guest of the flat by 4.30 the rental cannot proceed." I felt like being insult by this as we are all professionals, and still couldn't believe a room that I booked 4 months ago might be cancelled in last minute. She put us in a very difficult situation with no flexibility or choice. Eventually it was sorted out by my husband who was in Manchester City for business meetings who had to change his meeting schedule, and cancel some important meetings just for getting the key. For the apartment itself. The location was fine (as we need...