The apartment upon arrival was initially good until we walked into the first bedroom at the front of the property, the wall was damaged and crumbling away which on first glance made the wall look dirty. The living room area was lovely but the dinning room table had a layer of dust on it and the coffee table had smears all over it where it hadn’t been cleaned properly. The view from our living room was amazing but the condensation on the windows blocks your view when you want to sit in the morning with a cup of tea and look out at the sea. The main bedroom was lovely, the bed was like sleeping on a cloud but soon as I looked up at the ceiling there was cobwebs all over the ceiling. The dresser with the mirror was very wobbly,so one slight wrong movement then the whole thing would collapse. The bathroom was nice and clean, the issue we all struggled with was the drain in the shower, we had to take the whole thing out for the water to not floor the bathroom, the shower glass could also be extended as soon as the water hit the shower floor it splashed onto the main bathroom floor so two towels were needed to avoid the bathroom floor being soaked. Now down to this main problem I had during my stay which wasn’t acceptable and wasn’t resolved efficiently, I contacted the property before making our three and a half hour drive to start our holiday to check if the property had a iron and was informed that the property did have an iron, we arrived and no iron was at the property, so I contacted the number given for any inquiries and was told by a lady Eliza that she will try and resolve the issue and call me back, a call wasn’t made at all back to me so i rang her back after an hour of hearing nothing to be told she’s still waiting to hear back from house keeping and asked me to still look for the iron in the property. Later on I received a TEXT MESSAGE. Hi Kara, Thank you for contacting us, We won't be able to get one dropped off for the iron tonight I'm afraid. We'll forward the request by tomorrow but definitely not for tonight. Kind regards, Eliza So I explained this wasn’t acceptable as I had contacted beforehand to check if an iron was at the property to then be told that they will not be getting one was very disappointing. I also requested for the £25 damage cover charges that are non refundable to be refunded as clearly someone previously had taken either the iron or it had been removed from the apartment and we was not getting charged for that. I then received another two text messages. Hi Kara, Apologies for the inconvenience caused. This is not something that we want you to experience. We will look this into our relevant department to address accordingly. We'll send someone by tomorrow to drop-off the iron. Kind regards, Eliza Host & Stay Hi Kara, If you have plans of going out, please leave the key in the key safe box so staff can gain access. Kind regards, Eliza I explained I was not leaving the key for a staff member to access the apartment whilst our belongings were in the apartment and informed them that we were aiming to go out for 10am so it would be kindly appreciated if one could be dropped off beforehand. I then received no response whatsoever every text message wise back but received a message on booking.com at 7.49am Hi Kara Jane, I apologize for the inconvenience caused regarding the iron not being available during your stay. I understand your frustration and I will make sure to address this issue with our team to ensure accurate information is provided to our guests in the future. Regarding the refund for the damage cover, I will escalate your request to our management team. We will get back to you as soon as possible. In the meantime, please let me know if there is anything else I can assist you with. Best regards, Chelsea __________________________________________________________________ I also messaged back asking on there for an iron for before 10am and no response back in regards to the iron, just your usual automated messages mentioning about hope your enjoying your stay etc. I had to ask a family member who was staying in Redcar to travel to bring their iron for us all to use as we was blatantly ignored. I then received a phone call at 4.17pm phone a gentlemen saying that a staff member is struggling to get into the property with an iron for us as the key hasn’t been left for them to gain access. I then explained the whole situation to the gentlemen and was informed a manager will pick up the issue on Monday when they are in the office. So at the current moment in time I’ve heard absolutely nothing from host and stay from that last phone call in regards to my issue. Very disappointed in the lack of communication and dealing with the issue which could seem minor to them but I’m pretty sure if they were in this position they would not be impressed.