Thanks Judy for your accurate comments, I have been managing this beautiful well secured and fairly well maintained block for 8 years , Never had a single similar issue ( i guess there is always first time ) but it is not hard to imagine in a busy city like London, well it could happen in my own home at any time , Hard to work out the reasons , There are always bad people out there!! everywhere in the world, Even for just a lap-top.
We have spent a lot of money 8 years ago to get the type of keys that no one can copy with a written consent ( Impossible to copy ) That is why i was surprised and amazed !! I responded within minutes and called the guest before and during the police arrival , I responded by changing both locks to make sure it is secure enough and checked with the guest if they were feeling better.
Keys collection are from the office ( 5 Minutes walk to the flat itself ) ( as advertised prior to booking made ) and that is the way for all guests to have their copy of passports ( for the safety aspects ) We try to keep things right to the best we can and we welcome all kind of comments from guests and learn from it.