We had a major issue on our first night: the shower would not turn on. My boyfriend and I had just arrived from travelling all day and needed a shower. I messaged the hosts expressing my disappointment and they mirrored my disappointment but made no move to remedy this issue immediately. They actually told us that no one would be able to come look at it until the MORNING. Mind you they had the whole day prior to our arrival to check the bathroom. This is appalling and I would be embarrassed to treat a guest this way. I had to negotiate with them to resolve the issue, and finally an hour later they offered us another flat for the night with a working shower, which was up 5 FLIGHTS OF STAIRS. We are international travellers so we had large bags. None of their staff was available to help us up or down the stairs. I will give them credit for finally resolving it and being prompt to reply about other requests and questions. Shower was fixed by midday next day. Hopefully we are the only guests who have encountered this issue, as I would have given 5 stars if not for this unfortunate situation.
Location is excellent, around the corner from Notting Hill Gate which has many good cafes and restaurants. Flat was clean and cute. Kitchen was surprisingly well equipped and aesthetically pleasing, it was a joy to use. Phone key system is a little weird and one morning it glitched but thankfully hosts were able to restart the system promptly.