Location was great and the apartment was clean

Nothing (I would mark as a zero).

Two days before our arrival, I received a phone call from the apartment saying that if we wanted the full house an access to the kitchen, we had to pay what they say an "upgrade" of 300£. I said that we already had paid for 10 people and all the apartment and that we were not going to pay anything more than what we had already paid. After that, they call me again with and ULTIMATUM saying that or we paid the extra charge in the next 20 minutes or they would CANCEL the reservation! Then, we called Booking informing about the situation and they recommended us to pay this extra and then Booking would pay back this amount. We did it like that. However, the apartment charge us also 500£ of diposit (neither was not included in the conditions...). After trying to charge us 600£ for two "extra guests" that didn't exist and not informing us about the address of the apartment, we called Booking again saying that we wanted a relocation because we didn't want to go there. Booking confirmed us two times that they would relocate us asap but finally they didn't do it. Once in the apartment, the apartment was dirty and with old and broken furniture. Examples: WC without lid, broken chairs... In conclusion, the apartment tried to SCAM us charging for things that were not in the reservation conditions and didn't have any sense. On the other hand, after calling Booking with several long calls and emails after our stay in London, finally Booking returned us the money that they promised (300£).

The house itself was nice and clean, with necessesties such as a Smart TV, towels and bedding already provided. There was great communication from the host, Sam Peers, we were given clear instructions for check in, just collecting the keys from a lockbox near the door. There was on street parking right outside, and a little convenience store literally 10 seconds across the road.

There was nothing either me or anyone in my group didn't like about the property, everything was comfortable, convenient and suited our one night stay.

Nice House

We’ve been to London a few times before and we had a specific list of activities that we wanted to do this time. That’s why we spent a lot of time choosing the location of the Airbnb we were looking for. Furthermore, we were two families, 7 people in total, and we wanted a specific number of rooms and amenities to be available in our housing place and we did our booking accordingly. 2 days prior to arriving to London, we received a phone call from the management company saying that the place we booked is a shared place and that we only have the bottom floor, and that someone else will be staying upstairs. A piece of information that was totally new to us and that is nowhere mentioned on the booking site. We agreed to this arrangement given our tight deadlines and the fact that we were already traveling, but the management company insisted on putting us up in a different place, which we reluctantly agreed to. And even though we mentioned the fact that we will be checking in late on the day of booking, we kept receiving calls on the day asking us to hurry up and that we need to check in before 9 pm, otherwise we will incur extra charges for late check-in, something that we’ve never heard of in any place in our 20 years of travel across the globe. We arrived at the alternative place and to our shock it was so remote from anything and everything that we had planned during our stay. In addition, the house set up in terms of rooms, number of beds and amenities was nowhere near what we were looking for. To add insult to injury, the management company insisted that we check out from the place prior to 10 am on the day we were leaving, otherwise we will incur additional charges. The service we received from this company was terrible to say the least and it was very obvious that this company is looking to squeeze any kind of additional fees out of us, regardless of any agreements in place. This was by the far our worst Airbnb experience ever….

Nothing. We were apparently upgraded due to the original property we had booked not being available and advertised wrongly.

Dirty, didn’t look like it had been cleaned No hot water after the first day. Little to no cutlery, utensils etc in the kitchen. Poor customer service - not willing to help, even though they claim otherwise. They wanted us to leave the key to rectify the water problem or wait in. Neither was an option as we didn’t feel safe leaving the key with our belongings in the flat nor could we wait in as we had arrangements etc to fulfil during our holiday in London on those days! Generally feelings of being unsafe, especially when our youngest daughter had some one look through the kitchen window at her on the first night and then duck down under the window sill when seen!

Kitchen and bathroom shower.

There were 8 of us. 2 bedrooms total with up to 4 or so beds in each bedroom. Only 1 bathroom /shower for 8 of us…unacceptable. This was a modification to our 1st reservation since management company called and told us that we were sharing the apartment with others. Had to change to this location for another 100 pounds and only 1 bathroom/shower for 8 people, and multiple beds in each bedroom. More details required from London Apartments on their bookings. Like not private and number of bathrooms/showers.

The space and staff