We had booked this apartment from 31.12-03.01. We were told a few hours before check in that they can not find the keys to the apartment and therefore we can check in later.
At 15:30 then came the message that our booking must be canceled.
We were then on New Year's Eve without accommodation and rely on finding an alternative.
From Joanne came no help except a tired apology.
At least the support of Airbnb has helped us a little further and we had to book an alternative for a significant surcharge at short notice.
While we understand that it was a difficult situation for Joanne and her team, we were left completely alone after the cancellation and were not further interested in us.
I would never book here again.