0 STAR REVIEW **HORRIBLE** Let me start this by saying I love Airbnb and have had many, many good experiences both hosting and renting. This will be the first negative review I have ever had to leave. But things were mishandled so badly that I feel I have no choice but to warn others about both my misfortune and the hosts terrible character. I booked this house more then one month in advance for my boyfriend and my first trip to London together. We needed a late check out of 1pm (instead of 11am) and the response was “1pm is great!” So we went ahead and booked it based on the response to this question. We were traveling from out of the country and did not want to be stranded with all of our luggage between our check out time and our flight later on that day. Upon arrival, in the evening Elena greeted us and showed us around the freezing house. There are a lot of flights of stairs and the master suite is all the way on the top making it an exhausting trek if you forget anything back in the room. (Which happens very often. ) it would’ve been nice to know about all the stairs in the ad. We adjusted the heat but it took days to take full affect. I slept in my hoodie it was so cold. The walls are also very thin and you can hear EVERYTHING happening in the houses on either side (there was a crying baby while we were there etc). Two days into the trip things began to go south, we received a message from Elena telling us the owner had to stop by to collect the mail from inside the house and that we didn’t have to be there as “she” had keys and could let herself in. I let her know it was not our preference but if “she” really needed the mail I guess it would be ok. She never told me when the owner would be stopping in and in fact never responded to a message I sent trying to confirm that the owner would be careful to lock both the top and bottom when “she” left. Silence until the day before our scheduled late check out (1pm) I get a message saying they can “no longer accommodate the late check out” they already agreed to over a month ago due to a “last minute booking.” Please note: The check in time according to the ad is 3pm. So there is no reason our arrangements should’ve been affected but the new booking as we made ours well in advance. And being that it was only two of us staying it wouldn’t take long to clean the house before the 3pm check in...anyway the owner reconfirmed that it would be OK. So we thought the problem was solved. However the host and the owner of the house both made an issue out of a non issue and our last day a living hell. Elena the “host” is extremely disrespectful and should not be in the hospitality or hosting business at all. She has zero regard for her guests well being, privacy and the safety of their belongings. In fact, the day we checked out we returned back to the house from being out at noon and were shocked to find the maids were already inside working-An hour before our agreed upon check out! All of the lights were on in the house meaning the maids had been in every room and freely with our belongings without us being there. Without us even knowing. This is completely unacceptable and a total breach of our privacy and the security of our belongings. Earlier that day We even got a verbal confirmation on the phone from the MALE owner himself that the 1pm check out would still be ok! I’m not sure why Elena kept referring to the owner as a “she” when he turned out to be a man...So now instead of calmly packing and heading to the airport for our international flight we felt extremely rushed, could not shower or properly check that all of our belongings were still intact and pack sufficiently. Then a few minutes after returning to find the maids at the house, the guest arrived and walked right in and dropped her carry on sized luggage. The small briefcase size that could easily be rolled around with her until the usual 3pm check in. Are you picking up on host Elenas pattern of creating a problem out of a non issue? Please take note. Instead of working the timing out amongst themselves the owner and Elena created a big stressful problem for us. Elena began barking instructions at us through text demanding us to remove a key from a door we had never used during our stay so that the cleaners could get into the house. Or else they “couldn’t clean”. She also mentioned a lock box we had no idea about. We were never told to do anything when we spoke with the owner the day before. We had to call him because Elena was being super rude and disrespectful through texts. Upon calling him, we were met with more terrible customer service and lack of respect literally asking if we “had any common sense” in regards to having to help THEM check in an upcoming guest and then THE OWNER HUNG UP ON US. He then proceeded not to pickup the phone thus cowardly avoiding the entire situation. We are very reasonable people and did nothing to provoke The terrible treatment from both Elena and the owner. We did nothing wrong. They say one thing (agreed to later checkout) and then do another. The nasty treatment we received from Elena was so uncalled for an unnecessary. They do not care about being nice once they’re paid, they will turn against their own guest for an upcoming paycheck. There is NO reason...