This trip started with arriving in Heathrow at 9:40p (from New York), using car service recommended by your City Relay agent, and arriving at apartment to NO KEYS. I called the vrbo support number and the agent, Prince, tried to be very helpful. The lockbox was broken open with the key tag but no key. Prince was able to get a Concierge to open the door but said he did not have a key to give us - that we'd have to go to an office somewhere in the morning to have one made. This is now close to midnight and we were not able to leave the apartment for a bite or drink. We called vrbo support again early in the morning to get a key so we could go out for breakfast and see our family. The host was contacted and said he'd have an agent make a copy and we should have one in a couple of hours. We did not get a key until 5p!! We received several phone calls and messages saying "...very sorry for the inconvenience..." but there was clearly no urgency from the City Relay staff. We did not sleep well that Thursday night worried that whoever had this key could try to come back to the apartment. In addition, the apartment was not very well cleaned - I sent Prince photos of major rug stains in living room & two bedrooms and dirty floor. During that heat wave that week, several fans were necessary - there were about 6 fans, but one was very loud, usable, and larger one was a bit lopsided. This was our first time with vrbo, and were expecting a lot better. Sadly, we would not recommend you.