Keys weren't available on arrival at 10.30pm for reason's unknown. Fortunately Emma / Sam were contactable and booked us into a local travelodge for the night. Not ideal but an amicable and no fuss resolution. Flat keys were available for our second nights stay and the flat was clean and comfortable.
There was a general lack of cutlery (no tea spoons), mugs and no clean tea towel, but otherwise things were OK.