Communication and customer service was excellent. We experienced a couple of snafu's right at the beginning of our stay, but they were addressed quickly and satisfactorily. For example, after using the washing machine and the rack for drying clothes, we needed an iron. The manager had a brand new iron sent over, along with a bag of goodies and a personal hand-written card.
My only disappointment is that I feel the description "unobstructed view of the castle" is a bit misleading. You cannot actually see the castle from any of the windows. You must walk outside about 20-30 paces to see it. However, if you could see the castle from a window, I suppose the nightly rate would be much higher. It is a fantastic value as is. Also - incredible location right in the grass market, steps away from coffee shops, restaurants, shops, and the Hop-On-Hop-Off bus stop. We would happily stay here again. Highly recommend.