We haven't met Charlotte but she has always been responsive. The place was clean and tidy when we arrived and is perfectly located. There is a British pub below and that means that sometimes at the opening or closing things can get a bit loud. My gf would sleep anywhere but it was a bit harder for me. Ear plugs would fix this. Happy overall, we'd go back if we had the chance :) Ps remember to switch on the boiler when you get in as it takes several hours to get it up and running the first time!