I have only had positive experiences with Airbnb until now and have only ever written positive reviews.
The PROS: The flat is lovely, spacious, and in a fantastic location. It is more or less as described.
The MAIN PROBLEM was the appalling communication. The owner doesn't manage the flat, a company does. Either the owner isn't in communication with the management company or isn't concerned about feedback or how the flat is managed. I had read the reviews and they seemed mostly positive with a few red flags...
Just a couple of hours before we boarded our international flight to London with two toddlers we were told we would not be able to check-in because the previous occupant had covid. We live in uncertain times due to Covid and whilst I appreciate the notice and that there may be guidelines in such conditions it is what followed that was so frustrating.
We were told the occupant might decide to leave but might decide to stay. If the occupant vacated we could only check-in two days later due to "government policy" which didn't exist and was a fabricated line by the person with whom we were talking, so he changed it to "company policy" for which none could be provided. Fine. Again, cover, safety - fine...but next is where it is just beyond poor.
In the meantime, we asked them to help locate another option in Hampstead as we'd booked this well in advance in order to visit family in the area and would be arriving with little children and needed a place to stay. The management reverted with options in Walthamstow and somewhere just as far if not farther afield. If you're not familiar with London...this is not at all nearby or convenient by public transport, or driving for that matter. There were other airbnb options in Hampstead but the management company were clearly only willing to offer other properties they managed.
We scrambled to find a hotel room as it was the weekend and most things were either booked or extortionately priced (and remember we're trying to do this as we're checking into a flight with two small kids and no real assistance from management).
We booked a one bedroom hotel room for the four of us because the price was comparable to the flat and the management company would not compensate us anything over and we simply could not afford to spend 600+ a night on accommodation at a hotel that would be semi-comparable in comfort and location. They didn't care.
We eventually got into the flat two days later. The flat is spacious and in a great location and mostly as described. There are some toys for kids which is nice, the beds are comfortable, and street noise doesn't seem to be an issue.
The dripping tap is, indeed, still an issue. It is loud and goes all the time. The flat could do with some basic repairs to cracks in the window frame that allows cold air in, and cracks in the walls. Additionally, there are items that aren't stowed, so boxes, folding chairs, and vacuum crammed between wall and furniture. There were perishable items in the fridge, freezer, and pantry upon arrival (following someone who had covid). The microwave could due with being replaced. The manual/guid also doesn't always reflect the reality. For example, our garbage in the flat piled up because there were no bins outdoors where the manual stated they would be.
So, whilst the flat is nice and location very good I would HIGHLY recommend the owner to get involved in how the flat is being managed. There is a lovely note from the family on the fridge about how they cherish the space and hope it is treated with care and enjoyed by all but they need to ensure guests are comfortable and feel welcomed.