Flavio firstly sent me lock details on WhatsApp on the day, and let us have a late check out, So I was very happy with the service until we arrived. So my friends flight was 2 hours delayed and we were in such a rush to get in and get out to the event we had to be at. The key was missing from the lock box, we contacted flavio and he assured us he would sort it out. A couple had walked past us when we arrived saying they had so many problems with the lock box and someone came from the building to open it. Flavio later said someone had taken our key by mistake, my boyfriend ran down the road brought the couple back, they were in our room, we realised we had been messed about and we were not getting into the place we had booked.. later flavio offered us 1 free night ( we had booked 2 ) in another apartment 1 hour away from us another hour to get to or gig. My boyfriend tried to beg with the couple for help but they refused to leave understandably to leave for a free night at an apartment that could also have been double booked, who knows. I was having a panic attack when more people from the apartment came to offer us a drink and tell us about the constant complaints people say about the apartment and the lockbox. We had to book a hotel last minute, but I was shaking so much I could barely get ready. I got my refund in the end firstly missing £57 in fees but I got that back. The couple booked it through a woman so something dodgy is going on and if he had just held his hands up when we arrived to say it was double booked we could of booked a hotel straight away instead of sitting in the cold for an hour and a half.