Before reading this review, the reader should know that I have been using airbnb for 5 years and my stay at Millie's was my 31st stay. During this time I have never left or received a negative review. Accommodations vary in level of comfort, cleanliness, and convenience but I have never experienced a situation that seriously impacted a stay to the point where complaint was necessary or could not be resolved with quick, simple, polite and friendly communication. Airbnb works! Except when it doesn't. My friend and I booked Millie's place months ago based on all the previous positive reviews, location and pricepoint. London was the last leg of an exciting but tiring trip through the UK with excellent accommodations and hostings in 4 other stays along the way. We were met at the flat by a surly housekeeper, Polly, who spoke English haltingly and was visibly put out that we were 30 minutes past our estimated arrival time despite us having kept her posted along the way as to our progress. Polly rushed through the instructions and when we asked questions just said "read the text I sent." Said text was long, confusing, and complicated and mostly "do nots". I am mystified as to the previous glowing reviews of Millie's place. After having stayed in 30 airbnbs that were, for the most part, middle ground as far as price and amenities, I would say this stay did not meet expectations or standards for a 786 dollar price tag for 4 nights. Listed as stylish, the first impression of the flat is musty and shabby with a mildewy odor and odd decor choices more rummage sale than "stylish and cozy". The mattress, linens, towels and pillows were poor quality. Towels were stiff and hard and one of mine was stained. Linens were musty and pilly and my fitted sheet was ill fitting and constantly popped off the corner of the bed during the night. Sheets had old stains on them. The mattress was also squishy and uncomfortable. The pillows were dollar store quality--small, thin and lumpy, offering no support. As I lay down to sleep, my impression of the bedding was that it was not fresh due to the musty odor. I woke after the first night with a splitting headache and neck ache as a result of the uncomfortable bed and pillows. The only bedside lamp in my room was a dangling clamp- on that was overheating and could not be positioned due to the broken clamp. I am not sure if this is Millie's home or an investment property, but when I opened the kitchen cabinets to store our own food, the cupboards were filled with many unappealing open boxes of cereal and other foodstuffs of questionable vintage. Ex. A package of noodles was open with stale broken noodles crumbled all over the shelf which we had to clean up. Same with fridge and old bottles of condiments etc. Generally, in a quality listing, pantry basics are expected but not other guests' or owner's old food. The bathroom was fine, slow draining tub but otherwise clean. The flat was generally very clean. Sofa was comfortable, if worn, but please toss that stained heart shaped decorative pillow, Millie. If you are above 5'9" in height, beware a low hanging chandelier in the center of the living space. All of the above I would probably not even have bothered to review negatively, chalking it up to the occasional less-than-wonderful flat that "gets the job done" that you will encounter as a frequent airbnb user . I do not expect luxury accommodations, nor historically take issue with minor inconveniences. But given what follows, I decided to detail the accommodations as we found them. My friend was awakened that first night by something in the bed scratching her feet. She realized that there were tiny slivers of broken glass in the bed and that several had embedded in her foot. She was up in the middle of the night tweezing out the tiny pieces and picking out the other tiny pieces from the bed. Upon examining the bed she noticed what looked like a dusty footprint mark on the sheet. She was not able to get back to sleep and unable to get one of the little glass shards out, making walking around the next day uncomfortable. This was not a bloody accident nor cause for an emergency room visit but surprising, distressing, and uncomfortable none the less. I made Millie aware of the situation early that morning and she was very apologetic and shocked and said she would be there later that evening to "look into it". At that point, my friend was fairly upset and disgusted and did not want to stay in the flat another night given her unpleasant experience and ongoing discomfort. She made accommodations at a nearby hotel. I let Millie know immediately that we would not be staying and why and informed her we would be seeking a refund. She was very apologetic and agreed to the refund. We left the flat as we found it. Millie almost immediately reneged on her agreement to refund, amending the offer to one night's refund. When I pressed the issue, saying I would leave a scathing review, she again agreed to refund, only to reneg again. On the assurance of her housekeeper's inspection of the property, finding no glass or bloody evidence of an injury, Millie referred the matter to Airbnb support and refused a refund. Furthermore, she accused us of lying, threatening, blackmailing and leaving poop stains in the toilet to boot! The ensuing exchanges were unpleasant to say the least and tainted the rest of our trip. Airbnb took the host's side due to our lack of documentation, which we naively did not even think to collect. We were not refunded. So it goes. Lesson to all renters. Document. We had no earthly reason to fabricate such an uncomfortable and unpleasant situation or to lie about the...