Dear Fran. This really isn't what we would expect or like to hear from any guest. Especially one who didn't even stay in the apartment. I will however address the other issues you have mentioned as we feel the review is unjust. - We offer self check in and are not able to fix key safes to the building, the shop is the most convenient place for those who wish to arrive late, to pick up the keys. It has no bearing on the quality of the apartments. - I'm not quite sure what makes a key 'dirty and grungy' but we will look into this. - The staircase is far from tiny, we managed to get sofas, beds and other items of furniture up them without difficulty so you must have had some extremely large cases to have problems getting them up the stairs to the 2nd floor (not 3rd). - The photos do represent the apartment. Naturally the photos do not show the water stains, as i tried to explain, the apartment upstairs had recently flooded leaving the water marks on the ceiling, we were waiting for the insurance guys to come and assess before we could redecorate. This would have had no impact on your stay. We have let all guests know about this and everyone has been fine with it. The apartment was not mouldy either. Why would we get the photographer in to photograph the water stains? - The bedrooms are kingsized with room to move around. - The building has traditional sash windows, they open half way which does give airflow. We do supply fans (as informed pre check in) and heat reflecting blinds to keep the heat out during the day if it is extremely hot. (however this is the UK and don't get summers like this one very often) - The apartment building is in the middle of the town centre so yes, the bedroom window does overlook a rooftop,. Would it reflect extreme heat? Unfortunately I wouldn't know. - You arrived 3 hours early before the cleaners had a chance to go in. We will make note to ensure our key holder does not release keys before check in time of 3pm going forward unless requested at time of booking. Overall, we feel your review is harsh and a misrepresentation of the apartment. We aim to ensure all our guests are happy and comfortable, we contact guests after their arrival to check everything is to their satisfaction. Unfortunately on this occasion your particular requirements could not be met. We hope you were successful in your races during your visit to the UK and had a safe homeward journey.