Very pleased that after what Theanne & Ian (and the kids) went through that they were honest in their Review and " think the place was great" and, that on this occasion, they were "unlucky." We have never, ( and I mean, never - see other Reviews), had an issue with key access at The Cov. It is very straight forward and simple.
When i spoke to Theanne the morning after ( explaining I was out of range and that is why I hadn't responded to their calls or sms') she acknowledged the key was in fact in the Masterlock Box all the time (as I said it would be in my emails). It was just not on the little hook. It was lying down. They just needed to not just look but also put their hand in and they would have got it first try. But I suspect because it was late and dark and they were tired, that they didn't even think to turn on their smartphone light to double check if keys were there before calling me. It was a "comedy of errors", but not funny at the time or for me the morning after when I realised what had happened. They seemed very lovely and again, I wished it had never happened.
With regards Theanne and the kids being locked inside the house, I am they mentioned that I moved quickly to assist her and solve the problem by calling in a locksmith. Such an issue no-one could have predicted or been able prevent, but I did solve it as quickly as I could.
With regards the renovations next door, we have great neighbours in Marrickville. What can I say, Sydney owners are always renovating ( it's now in our DNA), but there are restrictions to start and finishing times. Usually our guests are out & about during the day so they don't hear a peep but I can understand it would have been tricky trying to get little ones to sleep during the day.
So, Theanne and Ian and your kids please let me say again how sorry i am.