This was the first time renting an airbnb for me. I was extremely nervous it would go wrong, but this spot had pretty good reviews, great transportation to central, and a good price. The review below me was very off putting but I was under the impression that one disgruntled review was usually just someone trying to get a free ride. Guys, no. No one was particularly welcoming before my trip. I let Doreen know this was my first trip abroad, that I was a little nervous about airbnb, gave contact info, thanked her for the space, and asked about recommendations as this is my first time in London. She just wrote back a clinical message with all the directions and contact information. No warmth in any of our correspondence. But whatever, I don't need a nanny. We get here late so I'm not too upset she can't meet us (even though she said she would). There's a lock box with the keys so we get the door unlocked . . . and the entire corridor inside goes black immediately. And an alarm starts to beep. I tell Nichola. She says it's fine it'll stop on it's own. It stays like that the two days we try to tolerate the place. I tell her later that evening, no response. I also ask about an air mattress which I get no response on for ages. The response was no we don't have one. I actually considered buying one myself. Had it in my card, but it just made me too mad that my bed was that horrible. Neither of them were in town apparently, so I'm not sure how they intended to help if anything was wrong. Neither did, so I guess they just decided they wouldn't. Beeping could be heard in the quiet apartment at night as we tried to sleep on the awful mattresses. We smelled a strong urine smell in the rest room as soon as the fan in there was turned off (it was on when we arrived) (It was like cat urine, Doreen has told me we did not smell cat urine . . . which is interesting because we did . . .) The window in the bathroom doesn't really seem to latch right and there's no screen so if it's open I can absolutely imagine a cat getting in there. There's a roof down under the door, and cats are cats. Either way, it reeked. I got sick from exhaustion and spent the night at the Emergency room our second night. When I came back that morning exhausted and ill I had to dig around for comforters to pad the wood floor. I literally chose the floor. The comforter had a huge stain on it. She answered that there were adequate comforters and therefore I can't complain that the extra was disgusting? Interesting logic. We got up at about 10 am after night two, and just left. We checked into a hotel and just slept and slept. It was cheaper than the airbnb, the same area, and so much nicer. Huge free breakfast every morning, energy efficient, friendly staff, Fridge. I requested a refund for the days I wouldn't be staying, and Doreen promptly refused (much faster than ANY response we got when we needed help) Apparently I didn't smell urine, the lights were ONLY out 1/3 of my stay (so that's ok?), Her response to the horrible bed? I'm overweight. I never asked if it would work for me. I'm sorry. I'm overweight but I've never had a mattress collapse to the box spring as soon as you lay on it. That's because mattresses don't do that. These are mattress pads. There 3 inch egg crate foam mattress pads. One for the little rolley bed, and two old ones piled on the day bed so you can chuck one of those suckers on the pull out. That way three people can lay in agony if they want. Also they're much smaller than twin width. My niece's bed now at the hotel is a twin, and it's much wider. They're not mattresses. Period. You're getting a bed frame with some foam on it, and again . . . I had used my allotted comforters so the disgusting one I needed as a bed was OK because we had others? Lots of excuses. She also told airbnb she spoke to me on the phone about things to resolve problems. Well. I have receipts. I have every single text from Nicola, and the ONE I got from Doreen as well as every message I got through airbnb. I also had my call logs to prove I never spoke to Doreen on the phone. I had video, photos, screen shots, and my niece's back up statements. Airbnb refunded every day I didn't stay, encouraged me to write this review, and apologized profusely for this behavior. So if you don't heed the person before me in the ratings then you can believe mine knowing I was refunded everything by the company themselves after deeming my stay and my spot to be horrible. These flats are a money fountain for her. She doesn't put anything but the bare minimum in and grabs close to a grand every time she has someone for a week. She does not care if your trip is ruined. Her interest has nothing to do with your good time. Do not pass go. Turn around. She ruined my first trip to London, a gift for my niece. I'll never forgive it. And like I said, she's got all the excuses. The rebuttal will come immediately. In the end, remember, airbnb forced her to refund. They know all the information and they sided with me. Have a wonderful trip to London, stay somewhere else. And Doreen, fix this place, put care into it, make this right for the next person.