Dear Katrin, thank you very much for taking the time to submit a review about your recent stay with us in London. We are pleased to know you enjoyed the cleanliness and location of our apartment. We are sorry if the fee for a lost key seemed excessive, but for security reasons, if a key is lost, we are required by the building management to replace the entire lock system, which is very expensive, as each key made requires a special permit. We are sorry if the late arrival fee came as a bad surprise to you as you did not view this part of the listing before making a booking request. The late arrival fee is to compensate for the fact that a member of our Welcoming Team must work after hours to provide you with the keys. We prefer meeting our guests at our property instead of leaving the keys in a lockbox as it is a safer way to do the check in and it allows us to give our guests a tour of the apartment, show them how to work the appliances, get them connected to the Wi-Fi and answer whatever questions they may have before getting settled into the apartment. We hope that this has not marred your overall impression of us and we would be grateful to be given another opportunity to host you.