Avoid! Don’t let the nice pictures fool you. My family of 5 booked to stay two nights in this property. Check-in was from 14:00. We arrived at around 16:30. Parking on the street isn’t easy, however we found a pay and display and went in search of apartment 11b as we read in the check in instructions. After searching for around 10 minutes we decided to contact the host. We were put through to an automated message. We then had to call the emergency number which diverted to an outsource call centre. We were then told it was apartment 11a. After confirming address with call centre we went onto the app to download our key. To our surprise no key was available. Again we had to call the outsource call centre to rectify this. It took an hour of hanging around outside the property in 30 degree heat with 3 children to eventually be given the key. We finally got to enter the property at 17:30, now 3.5 hours after check in time. We walked in to the apartment to find two cleaners inside. I contacted a member of staff to let them know that cleaners were still in the property at 17:30 and I was told “yes they’re cleaning it”. I expressed my upset in a civilised manner and was told “you’re rude and we won’t be talking to you again. Zero customer service. I had to leave to allow the cleaners time to finish. Upon returning some hours later I was greeted with a dirty apartment that hadn’t been cleaned properly. Front entrance to property was overflowing with dirty smelly rubbish, entire apartment smell of dirty map, previous guests linen hanging in walkway, dishes were dirty and thick with old dried on food, indoor bin and microwave smell repulsive, yellow scum stains around the bathroom sink, laundry baskets were full of dirty washing, bath mat smells of damp resulting in the bathroom having a damp odour, cupboard doors in kitchen need fixed as one is hanging by a thread and the others aren’t much better. I would also be worried about closing curtains in the bedroom as curtain pole isn’t secure and is ready to fall down, this poses an obvious health and safety risk to guests. After the experience we had, we felt we couldn’t stay in the apartment. We then had to travel around London in search of another place to stay. After trying numerous hotels we finally found somewhere to sleep at 3am. Host has constantly denied that the apartment was below standards on this occasion and has never apologised or taken any responsibility. He has never acknowledged or apologised for us being given the wrong apartment number, for having no key available on arrival and for the property not being ready 3.5 hours after check in. He is very rude and unhelpful with absolutely no customer service skills. Host accused me of being repulsive to him and his staff. I was understandably frustrated but very civilised at all times, his accusation is a blatant lie. Luckily all correspondence has been recorded in Airbnb app and all phone calls to call centre are recorded. Host would rather lie to justify himself rather than simply apologise and take responsibility for standards falling below what is expected. I’m very reasonable and have worked in customer service before. An apology and a little bit of understanding goes a long way. I would never stay in one of Robert’s apartments again and I certainly wouldn’t recommend him as a host. If you do decide to stay in any of his apartments I hope all goes smoothly as any issues you have will be ignored and will not be resolved. Our trip to London was completely ruined.