It's not our first time renting a house. We lived in a few other countries and dealt with other letting agents. I am afraid our experience with ocean wasn't great at all. The whole process was so stressful and confusing. Different staff told us different information which is inconsistent to each other that causes unnecessary delay. My impression of them is that they just don't care.We could have moved into the place much earlier if they have handled the process properly. I believe it's unfair to the landlord as well because they have lost weeks of rent due to the delay. None of them seem to know much about the process of guarantor check or rent payment methods which is something basic that you expect from your agent.They should improve their internal communications and staff training on customer service as well. It's funny to see each time we emailed them about the renting process or information of the property, we either received different answers or they simply don't know about it so they have to take more time to check with their managers. We,as customers paying for their service, had to chase them for feedback on pretty much everything. One of them didn't even know when we could get the keys. And the other staff told me I can get it on another day but when I arrived their office,for some reasons, we couldn't get the keys. What a waste of time! It's only excusable if they are junior staff or new to the job but they are in fact at assistant manager or manager grade which indicates they at least have certain years of experience in this industry(I hope!) but their service is so awful and simply they just don't care whether you will rent that place or not. I suspect that they just want to make the renting process as difficult as possible and make you withdraw from the process so that they can take away the handling deposit. I never came across a letting letting so unprofessional so I have to leave a comment here. There are some bad review about them as well, I wish I had read the review at the beginning. As a tenant, I would not recommend this agent. Terrible service!