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"My Dad was unable to access the apartment due to the complicated process, he is a pensioner and not tech' savy and after travelling over 4 hours to Whitehaven he was very disappointed to discover that their was no host to greet him and when he managed to make contact with someone on a phone was told his details where incomplete and needed photo ID which he didn't have with him, he ended up having to find alternative accomodation. He is very upset and disappointed."