There are no issues with this home itself - it is comfortable and clean. However, we had a negative experience with the host agency, Veeve, stemming from a miscommunication from them (we arrived in London during a severe heat wave - 104 farenheit - and in response to government warnings, Veeve stated in writing they could provide air conditioning at this location given we were traveling with a vulnerable, 91-year old family member. Then, 24 hours before check-in told us they couldn't). They failed to acknowledge this miscommunication - in fact, we were told 'we never offered you air conditioning' despite records to the contrary - and demonstrated no interest in helping us in any way. We were unable to stay at this location for the first 3 nights despite having fully paid, and we had to rent another Airbnb. After 28 emails back and forth and initiating a resolution process via Airbnb, we were offered a very small amount of compensation but nothing close to meaningful. While we are appreciative of the customer service directors at Veeve who ultimately listened to us, most disappointing was the lack of willingness to acknowledge the problem in the moment when it happened, and attempt to assist us. As a regular Airbnb user, I am disappointed to have to write my first negative review about any host, but hopefully it will be useful to prospective renters, and perhaps Veeve will address these customer service problems and create a better experience for future guests.