First off, the location was perfect! Walking distance to nearly everything; restaurants, clubs, pubs, shopping, transportation, museums, etc. As other reviews have stated, it is noisy in the early AM, (12am-4am) but didn’t bother us since we were normally out having fun at those hours too! But if you’re looking into the Soho area, it’s nightlife is perfect as well, and the area is friendly to the LGBTQIA+ community as well, my partner and I had no problems. These are the only reason we’re giving 3 stars…. And I’ll explain why… Upon checkin, which is at 3, we grabbed our bags from Stasher (a convenient luggage holding) across the street and proceeded to enter the building; passcode worked and all was fine. However, after lugging up 5 bags of luggage, we found that our passcode for our flat didn’t work. We tried several times to see maybe if it was delayed but obviously didn’t work either. We then proceeded to spend the next 2 hours sitting in the stairwell trying to contact City Living with the numbers they provided. This included messages on the Airbnb app, several phone calls and voicemails, and text messages! The communication was absolutely subpar and checkin was handled extremely poorly; after many failed attempts to contact City Living, and even after a very nice tenant who (they were also renting their flat from City Living and had no issue contact City Living the day prior) found us struggling on the stairs attempted to call the company from their UK phone, (ours were from the US so we thought maybe they saw our calls as spam) this attempt failed too. We finally had to contact Airbnb for assistance, they contacted the host and said if we do not hear from City Living within an hour, he’d canceled our reservation at no charge and book us something else in the same are. After his attempt, 30 minutes later I receive a call from the cleaning service, NOT EVEN CITY LIVING, and was informed that the individual was in the hospital. Now this, I completely understand is an extenuating circumstance and unfortunately things like that do happen, however apart of running a business is having a plan, if even just communicating with a renter, that an issue occurred and should be resolved a little later than expected, they would send another person to clean or something. That wasn’t the case. I asked this lady for compensation for the inconvenience, thinking it was City Living, and she advised she’d check with her boss, and of course nothing came of that either. At this point, the lady I spoke to gave us a code to enter and leave our luggage but that the cleaning service still needed to access the flat because it hadn’t even been cleaned yet from the last renter. We were already furious because we’ve waited so long to hear something for the host, on top of traveling from the US for almost 20+ hours. Again, I understand unforeseen issues arise, and someone being in the hospital is serious, but you run a business, you should be prepared and ready for anything. After all was said and done, City Living didn’t even reach out until 24hrs later, even though there response time is set at an hour on the App. I was so annoyed because they did such a poor job of handling this situation, and didn’t attempt to resolve, apologize, or offer compensation. Just very poor all around and not the way to run a business, especially one like this where people can be traveling from all of their world to stay at this flat. Just simply not how the situation should have been handled. We travel very often and have never run into this issue with any of our accommodations. On a positive note, London was gorgeous and wonderful and this is a great location if you’re looking for nightlife, good food and convenience of transportation. However, if you need assistance from the host, good luck. I’m sure we’ll be visiting London again soon, though I don’t think we’ll be using City Living again. 20+ hours of travel, and another 2 hours of an unresponsive host is not a good time to deal with after such long travel. Hope this helps