Booking and communication were swift. Stephanie has a support team that is very nice and helpful. Unfortunately, neither we nor the cleaning crew made it into the apartment since the lockboxes could not be opened. A locksmith was called but couldn't resolve the issue either. Since there is nobody nearby, we had to opt for a hotel instead.
The full amount was paid back and there were no issues after. Many thanks again to the support team for that. I would like to try and book again next time, but until then, I'm afraid I cannot give a better evaluation. Hope the problem resolves soon!