Turns out reception is at the Nena hotel which is a 1km walk away from the Nena apartments and thete are no electric door locks i.e. you need a physical key card.
Those news are shared in an email that comes through after booking only which is easily missed (who ever reads those..).
Now imagine arriving with suitcases and kids in the rain trying to figure this out when no one at the property answers the phone and hotels.com cant reach anyone either.
A mile’s walk with suitcase in tow to get your key simply is not acceptable anywhere in the world, much worse even if it comes as a surprise.
Luckily 30 mins later back at the property with keys in hand things turned a bit more positive - the apartment is very nice, spacious, clean, modern, well located, etc