The flat was very nice, modern and well designed. The linens were good quality and the kitchen had all of the basics as described. The washer/dryer combo was a fantastic help & much appreciated! Couldn't have asked for a better location! This was in a great neighborhood with lots of restaurant options, great proximity to the tube and walkability to local attractions like Borough Market. Wish we had been able to spend more of our time in this neighborhood.
We did have what turned out to be a minor issue with the upperfloor heating on arrival, which was quickly addressed and fixed. Connan sent a friend who fixed the problem straight away. He came himself 1st thing the following morning to check on the heating issue, even bringing a brand new space heater as a temporary fix, which we didn't end up needing bcse the issue had already been resolved. Just demonstrated how seriously he took hosting and how wonderfully responsive he is.
The larger issue was the fact that the flat had not been properly cleaned, if at all, prior to our arrival. Bedding was not left out for the pull out couch as noted it would be. I found extra bedding in a closet but even that wasn't all clean. The duvet cover had someone's body hair and lint all over it but luckily there were clean extras as well so I was able to swap out the cover. Bedding in 1st floor bedroom had long dark hair in between sheets & on pillowcases leading me to believe that the bedding hadn't been changed.
Previous guest must have broken a glass as there was glass all over the living room/kitchen floors. Luckily we cleaned up most and nobody got any major cuts from it bcse we were all walking around shoeless before we realized. Both my husband & daughter got some glass stuck in their feet which was annoying but nothing major. Management company sent cleaning company to clean flat while we were out the following day. Although when we got back, I could tell they had been there, the toilets had still not been cleaned, there was still glass on the living room & kitchen floors and they had not touched the bedding.
Thanks due to the actual host, Connan, who was very nice, responsive in trying to rectify issues & seemed sincerely apologetic for the problems. I feel that the issues created by management/cleaning company called for them to offer some type of compensatory apology, which they did not. Cleaning fee being refunded upon my request was appropriate but I truly feel additional refund for all the time I wasted out of my vacation addressing the issues we had would have been appropriate. Cleaning fee was roughly 1/3 of entire cost of our stay which is quite a lot and it was definitely not earned. They did a great disservice to the host by not doing their jobs.
Unfortunately the amazing location & quality of the flat were overshadowed by the lack of cleanliness. I would recommend to others and stay again myself if Connan used a different management/cleaning company or I could deal directly with him because it is a very nice flat and had everything we needed as a family of 5. Very little road noise as the windows were newer and double paned. Really nice views of the city, from the 2nd floor & outside terrace area, especially at night. Very nice kitchen / bathrooms and general furnishings like upgraded window coverings were much appreciated. Just very unfortunate that the cleaning company dropped the ball not once but twice during our stay.