The accommodation was booked through booking.com, and Host & Stay were terrible at managing this booking. My contact, Charlie, told me that I needed to purchase a damage waiver, however, I was never sent the URL to be able to do this (due to booking.com not allowing URLs to be sent within messages). No matter how many times I explained to Charlie that booking.com hides the URL in direct messages and that I had yet to be sent a URL to do so, Charlie still did not email or text the URL directly to me (via my personal email address). The result in this meant that upon attempting to collect the keys, I was not able to do so until two very lengthy calls were made to Host & Stay. This was a total headache as I then had to create accounts and make a purchase for a £250 damage waiver on my phone with very little signal. This was quite a stressful and terrible start to the check-in process. The house itself was fantastic, but the checking-in process does not work and needs addressing.