Leaking ceiling, wet bed, had to relocate at 1 am! (Please read)
My partner and I arrived at around 4:30pm, keys left in a combination box by the front door (all 3 keys were unlabelled which made for an interesting challenge!). Nice location in Notting Hill, 2 mins walk from the tube. We were attending a concert that night so we didn't spend long there before leaving.
Upon returning at around 12:30am we noticed the floor was wet, and it quickly became apparent that the apartment above was leaking water through the ceiling. As a result our bed was soaking wet, and we were unable to spend the night there.
We contacted the host through the app, and rang all 3 emergency numbers provided in the documentation in the room. It was midnight and so we didn't expect an answer but we tried nonetheless. We rang multiple times, left voicemails, and sent texts to each number. As we were unable to solve the situation ourselves, and were not able to contact the hosts for an alternative room (I assume they own more than one in that building), we were left to take matters into our own hands, and so decided to pack up and move to the nearest affordable hotel (Abbey Court Hotel £165/night). Thankfully they did have space, and by 1 am we had a dry bed.
We missed a call from the co-host at around 8:30 am and also received a text apologising for the inconvenience. They were going to investigate the issue and get back to us. After a bit of to and fro'ing with the co-hosts and Airbnb support, we were refunded and reimbursed the difference between the accommodation after 4 days - not ideal considering how inconvenient the situation was, but we are understanding people and can respect the help from all parties.
Sadly a poor experience for us all, and one which we believe couldn't be avoided. Unlikely to book again.
We appreciate the help from the co-hosts and Airbnb support.