We arrived around 5pm, well after the check-in time. We were exhausted after a long transatlantic flight and spending the whole day in a London museum; we were hoping to get a couple of hours of rest before turning to the next item on our busy itinerary. Well, a nasty surprise was awaiting us ... The flat was not ready. The impression was that the previous guests had just left. We contacted the host, Narishta. She requested photos of the flat (and this was in a situation where the WiFi was not working properly; we ended up using our data plan to send those photos). At some point during our phone conversation she started literally yelling at me, then when I refused to continue the dialogue she did the same thing to my wife who was in a calmer state of mind (I recorded some of this yelling if Airbnb is interested). Narishta was pushing us towards cancelling the reservation, and she openly stated so. We were tempted but decided not to (I still regret we didn’t, but remember: we were very tired). The cleaning crew arrived in 1 hour, and only after we called them (and we ended up being charged dearly by our mobile provider as the phone number turned out to be not UK-based but based somewhere in Eastern Europe). It took them almost 2 hours to clean the flat. Since we were exhausted and a bit concerned about our valuables, we stayed in the flat all this time. The evening was ruined. The host promised to give a refund of 1-night stay; she even wrote an email next day stating it was done. But nothing was actually done; I never received a confirmation from Airbnb; no refund showed up in my credit card statement. WiFi connection was awful during the entire stay (7 nights). We constantly asked Narishta to get it fixed. She kept promising a resolution but nothing was done. I am convinced that she was aware of the problem all along (she even stated this in the greeting email. However, instead of accepting that the connection was not good, she kept saying that she expected the connection to be good and the issue would be fixed. But nothing was fixed. We often just used our data plan because reconnecting every 15-20 minutes was too painful, especially if an urgent email had to be sent/received. Narishta was prompt to get an extra set of keys delivered to us, but unfortunately this was the only thing she actually delivered as promised. I have to say that the location of the flat is almost perfect: everything is close. However, one has to be careful. Right before we entered the building the first time, a 3-member team of con artists attempted to use one of their schemes on us (one person asks if you have instructions from the host, and suddenly two more individuals show up with police IDs and request documents stating that they think we were...