We arrived with our children at 1:00 am., excited about our quaint English apartment. upon entering I asked my kids to keep their shoes on and not to touch the walls. broken floor tiles, plastered and dirty walls, food filing the grooves in the table and the smell from the fridge.... I immediately sent a message to Sue. She contacted me the next morning and was on site that day so came over. She said if we gave her the day she would paint and clean and if we still weren't happy she'd give us a70% refund. After finding another place to stay we decided just to take the 70%, however Sue gave us 100% less one night. Air bnb returned our booking fee.