Dear Carolina, thank you very much for taking the time to write such a detailed and thoughtful review regarding your recent stay with us in London. We are glad to know you enjoyed the fantastic location of the apartment. We are sorry to hear however, that you were disappointed with other aspects of your stay. We apologize 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 lock box 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. Unfortunately you ended up getting stuck in traffic, ensuing in a late arrival which was not initially planned. We would like to point out that we do not promise to provide coffee, tea, sugar, salt, pepper, etc. These are all items which we do not typically provide as everyone has different tastes and expectations regarding these items, and in the past, guests have not been pleased to find half-used salt containers and other items in the flat, so we feel it is better to leave them out. There is, of course, a grocery store very close by where you can purchase all of these items to your liking. The photos were done by a professional photographer recommended to us by Air BnB and accurately reflect the actual apartment. . We hope you'll be in touch with us the next time you come to London so we may provide you with a discounted rate. Best wishes to all of you until then.