Hello! The owner of the property is a friend of mine here in the UK and she gave me the key to the property, entry code to the complex and a code for a lock box on the outside of the property which contained a spare key. Although the entry to the complex is gated, there is a help intercom and it seemed common when we were there for some cars to jump the gates after the previous one had gone through; not that I am advocating this!! From previous experience the rental company provide instructions for this type of thing. I'm sure that yours will be able to help. Just had another thought; there is an office on site at the complex and I approached them about problems we had with our oven. They were really unhelpful, claiming to be only reponsible for the maintenance of the grounds. So dont hold out much hope!