This is a beautiful property in a great location - it's a shame that it took so much work to be a guest at this property that it was difficult to enjoy the good bits! What are the good bits? It is beautifully furnished with some great art and books, has gorgeous large windows, and is really conveniently located. The kitchen is quite well appointed with a coffee machine (and pods provided), and the upstairs shower room is really lovely - the shower is great! The toiletries that are provided are some of the best we have ever had - lovely and in great supply. There is a garage and off-street parking is very convenient. So, what went wrong here? First, despite very insistent pre-arrival requests for all manner of information and confirmation of details from the property managers, they seemed to completely disregard all our responses and continue to send the same automated messages. Even then, with so much pre-arrival complexity, they did not fulfil most of the arrangements as agreed. Despite warning us that keeping them waiting at the allocated check-in time would cost us 10 pounds/hour, they were themselves almost an hour late for check in (leaving us waiting on the street). The downstairs entry (where the futon bed for children is located) had an overwhelming smell of cigarette smoke despite saying it was non-smoking, and two (of the four) beds had not been prepared with any linen on our arrival, which meant there wasn't even sufficient sleeping space for the number of guests. The check-in representative was left scuttling through cupboards to find what she could and we made up the beds ourselves (though without any duvet covers since none were available). The freezer was completely full of the owner's food making it unusable, but perhaps even worse, the only bathroom cupboard in the ensuite was full of all personal effects left rather unhygienically. Almost all bedroom storage is also full of the owner's personal effects. The property manager promised to send the cleaner back to rectify the the next day, but when we returned the next evening nothing had been done. After much back and forth throughout our stay they eventually agreed to refund the cleaning fee. Unfortunately, the mismanagement of this stay by the property owners almost completely ruined our few days in London with our children. It is such a shame that it takes so much unnecessary work to stay in this beautiful property - we were left feeling very unwelcome.