I didn't meet Neil but I met another person who was in charge of keys at the office. The apartment is super nice, can fit up to 12 people, not 9 as described in the description!! We loved our stay here and would definitely recommend it. However there was a small confusion at first for me because I thought the apartment was closest to Haymarket train station, turned out it's closer to Edinburgh Waverly train station, and it's the office where you have to pick up the keys that is close to Haymarket. I hope it is specified next time where the apartment is so people could avoid booking the wrong train tickets next time!