This was a really disappointing stay. The location is amazing and the apartment is nice, (views of the castle) but the customer service Altido was really terrible. Our train arrived late (11:00pm) and when we arrived we had to call to be let in because I was not sent the code to unlock the main door. When we arrived, it was obvious that it hadn't been cleaned (dirty towels in the bath and the beds were not made). We called and first were told we could be relocated but then were told that there were no other places and they couldn't send a cleaner until the next day. The agent on the phone was not apologetic and made us feel bad. Given COVID, we were also really uncomfortable using someone else's sheets but it was so late we didn't think we'd find anything else so we turned everything inside out. The next day they couldn't find a cleaner until after 12:30 pm so we had to wait for them to clean it to go back to the flat, and they never called us to let us know it was free, which was very inconvenient as well. The flat lacked some basic amenities, like shampoo and shower gel (had to use the hand soap). In the end they refunded the cleaning fee (£95), but given the inconvenience of the next day as well and how poorly they treated us, we felt we deserved a better compensation. I would not use this company again.