4/10
The hotel has specific hours (3pm-5pm) when you can pick up the key, otherwise they communicate via email. They were responsive via email until they got the credit card information, after which they were out of reach.
The bill included an 85 EURO cleaning charge and also the daily rate was ~ 5 EUROS higher than what was quoted by expedia.com. I have been trying to get some clarification from them via repeated emails but no response.
We chose this option because of the price but comsidering all this, my recommendation is to skip this arrangement; there are plenty of very nice hotels in Leiden within the same price range.