The keys didn't work. I couldn't believe it, but after a 12 hour flight and picking up the keys from a hotel down the road, I was unable to access the flat and check in. My phone was barely working but I reached out and left phone messages and texts via phone (and also eventually texts with the Airbnb app, which also was barely working) but was unable to get in to the flat. I finally facetimed with the host and showed how I was trying to open the door and that the key would not turn. After this I gave up and spent the first night in a nearby hotel, which cost me over $500 that I would have not otherwise spent.
The second day (two days out of my 5 days in London spent on this!) the host and I agreed I should call a locksmith. The locksmith suggested by the host did not appear to be in business; the second one I tried was apparently a residence, not a locksmith; the third finally arrived and said the lock was faulty and replaced it, to the tune of 600 pounds. I was relieved to access the flat, but this was short-lived - the host refused to pay for the locksmith, telling me that she 'had done all she could to help me' and that she hadn't approved of the locksmith! Another $800 I would not have otherwise spent.
This had a massive impact on my trip. I was only in London for a very short time and I spent a large proportion of this time standing in a hallway trying to figure out this lock situation, through no fault of my own. It was truly a miserable experience and frankly ruined my trip.
With regards to other aspects of the flat: there were no instructions for the heaters, which were all off except in the bathroom, and it was extremely cold in the flat. Some of the heaters had things sitting on them - I don't think they were safe to turn on.
There also was no tea or coffee or other amenities, just notes about how I shouldn't touch any of the food or alcohol or stain the dining table by eating on it. (Note: the ancient, withered apples on the table were apparently OK to eat.)
The flat is conveniently located, close to transportation, though traffic can be quite loud. There was a note about the neighbors being elderly and quiet, so not to make any noise. However, I found at night the neighbors were quite loud and smoked outside the bedroom, which made the flat smell strongly of smoke late at night when I was trying to sleep.
The bed was comfortable, but there was only one decrepit comforter and no other blankets. The comforter was lumpy and was shedding feathers everywhere. It was nowhere near warm enough. There was a small area heater by the bed but I was scared to leave this on at night as I was worried about fire, especially with all the feathers.
Considering the approximately $1400 spent on the hotel and lock/re-key that I would have not otherwise spent, plus the time lost from my vacation I trying to access the flat, I feel a 1-star review is warranted.
I have had great Airbnb experiences in the past, with truly lovely hosts - Christmas 2019 in London the host left us a lovely welcome note with Christmas biscuits and two bottles of wine! And there were no issues with access to the flat or heating. This latest experience was absolutely traumatizing.
Horrific. Truly - avoid.