This flat is clean and neat, unfortunately there is cigarette smoke ingress from a neighbouring flat, on some occasions. Obviously when the neighbouring flat is occupied by smokers and they are smoking. We had no personal contact with the hosts, not even by phone, even though I gave them my number, only email contact.
They sent their cleaners to investigate the smoke ingress and they found there to be no problem, in the five minutes they were there.
We also had a problem with the wifi, but that was sorted via email. We also thought to do the right thing and report the faulty power point in the kitchen to the owners, the cleaners also declared this was not faulty. My husband is an electrical engineer, I think he would know a faulty power point when he saw one!
And, silly us, we couldn't find the soft pillows shown in the information booklet. Well, perhaps if we had had a personal greeting and viewing of the flat we might have been shown where all the spare pillows were.
The owners attitude to our questions and raising of issues was very unsatisfactory. They said no one else had ever complained, as if we were just complainers and that these were not legitimate issues we were raising.
This is not what we expect of the Airbnb experience.