It is a new development. Totally unmanned. In case of difficulties, such as a non functioning airco, you are stuck. The service centre does is based in Munich. Easy to reach by phone, chat or email. Very promptly and very friendly. But they are based in Munich, the appartement in Vienna, it is saturday and my airco does not work. We solved it by moving rooms on sunday. This is the first time and last time that I will book something that is completely unstaffed. The appartment is fine. The service desk in Munich is great. But not magain for me