We are very grateful that they let us in early with our luggage to save us the stress. They were also very quick to respond. However, the place was dirty, the trash was not taken out when we came in. There was no kitchen table or chairs to sit in, besides an office chair. We had to ask for them to give us a drying wrack, detergent for the washing machine, and pots and pans for cooking. They did fix this very quick once asked. The couch bed was very hard to sleep on. The main bed had a really cheap mattress where you could feel the springs. Amazing location though, very easy to get anywhere in London. Access to apartment and getting the key was very quick and easy, with a video sent explaining on how to do so.