The apartment was really lovely and really central, we couldn’t fault it.
It seems like there is a host and then there is an allocated rep separate to the host who is your point of contact during your stay. Ours was named Gregory and he was not very helpful. We had told him well in advance we would be arriving late on Friday and asked for support checking in and he told us the apartment was sell check in and sent us the codes to the door. When we arrived the door was locked from the inside and we couldn’t get in. We made multiple attempts to contact air bnb and our host and rep and got no response so after two hours of trying we had to book into a hotel at 1am. Cedric apologised and refunded our first night and Gregory then told us they would also reimburse us for the hotel but Cedric said this wasn’t the case. The communication wasn’t great at all.
On our last day we enquired about the baggage storage with Gregory and saw our message but never replied. 4 hours later he rang us and was very angry on the phone shouting at us that we had left our bags in the apartment and he was going to leave them all out in the corridor and was angry he had to pay for an extra hour of cleaning because our bags were there (even though we had left the apartment totally clean). We came back straight away and he was incredibly rude when we arrived to collect our bags.
The apartment is lovely but the system of reps/host is very confusing and unhelpful as we never got any responses from them or else just told to contact the other person and vice versa.