My husband and I stayed at Karen's flat for a month. We totally enjoyed the stay. We never had the opportunity to meet her as we only had to take the keys for check-in and check-out from the reception but the communication was all good. By the time we were staying, letting agents & potential tenants come to take a look at the house to lease. She made sure it wasn't uncomfortable for us & considered our schedule. On the day of the check-out, we had to deal with some damage which is sorted out smoothly.