First, I would have put zero stars if I could cause that is how awful our experience was. First, we had to wait 35 minutes to check-in, on a bench outside of the building as the flat wasn't ready on time. When we got in, we saw a pile of bed linen and towels drying from the previous tenants, all squeezed and hanging on the floor from a broken rack in the middle of the bedroom. One bath towel was drying on the radiator. We then realised that the bedsheets on our beds were smelly because they were not dried properly. I messaged Robert to complain, and his answer was: "Thanks for the feedback. I am sorry about the cleaner". We bought air and fabric refreshers, but we hadn't had any joy. This awful smell just couldn't get away. We then realised that couch, and one bed were broken. Long story short, we had a rough night as we couldn't sleep because of the smell and broken bed being dead uncomfortable and mouldy. The following day, I requested a refund and started looking to find accommodation near the area; however, most were booked except the expensive ones. Robert didn't show any sympathy at any point. He didn't even acknowledge how stressful it was to see our holiday turning into a nightmare. He didn't even apologise. He was even disputing whether the sofa and bed were broken. The only thing that he was interested in was to negotiate about refund and avoid responsibility. Luckily I found accommodation and checked out straight away. Airbnb had to step up as he was not responding to my messages after a point, and my journey was partially refunded. What an Awful experience to this "Bright and Cheerful"????? apartment in London.