Very responsive, especially when flights mucked about. Couldn't have been more helpful and took feedback (sic) well. The view is fab and location excellent as promised. But there is no mention that it is a former hotel room in what is, and feels like, a former hotel. It is tired with a cracked window inter alia and no sign of the refurbishment in the listing. Sally took all our feedback well and sorted out the key we stupidly lost without any hassle at all.