We had stayed at Katherine's beautiful flat before so we were familiar with where and how to pick up the key. Katherine met us a couple of days after our arrival just to touch base. We have nothing but great things to say about this lovely place. It is comfortable, quiet, spacious and beautiful. The neighborhood is lovely. Easy to get to the tube, easy to get to the center of London, restaurants and grocery stores in proximity. The washer is fine and the clothes drying rack is surprising and wonderfully fun!