You never mentioned your mum staying until a few days before she was due to arrive and therefore this was never discussed in your rate, however we have now changed our listing to cover this issue. We also have a legal obligation to know who is staying in the apartment at any given time and therefore this should have been discussed at the time of booking the apartment.
When the cleaner comes in to clean whilst a guest is still staying in the apartment they will not touch your personal belongings for obvious reasons and therefore will clean around whatever you have there. They will change your linen and towels and clean the bathroom, kitchen, dusting and vacuuming. This is standard in any serviced apartment you will stay at. Our cleaner has had 5* reviews from our previous customers as you can see on the reviews.
We sent you regular updates on any communications through our automated system which we send to all our guests and we have never had any complaints with regards to our communications as we also call and text our customers with any questions or queries they may have as we did with yourself. If this was not enough for you we apologise.
We hope this helps you in future when you are booking an apartment as we all operate in the more or less the same way and this is the first time we have had any issues with a guest in this manner and we operate apartments in London and Oxford where they are all successfully managed.