Michael canceled our AirBnB less than 24h in advance, due to a plumbing emergency. He did offer an alternative, which he claimed was much nicer, at the same value.
However, the offered alternative only had one bathroom and it was on the fourth floor with no elevator, while the original apartment had two bathrooms and an elevator. Our company included two seniors (one 80-year old) and this was tough for them. But it was impossible to find another apartment at such short notice in central London, so we had no other option than to take it.
The apartment was much smaller than the one we had originally booked, with tiny bedrooms and little closet space. The closets were stuffed with bedding and the promised two sofabeds turned out to be one sofa that we could not turn into a bed. Our fourth guest decided to sleep with a friend, since there was no room for him.
The apartment's boiler also did not work, leaving us with no heating or warm water. Listed as a "sleeps 6" apartment, it only had two double beds, a tiny dining table, five glasses, and three forks.
On the plus side, Michael and his colleagues were responsive, and the heater was fixed the same day, and we did get a discount on the original price. The apartment also was clean. The promised sofa beds turned out to be two airbeds, but there was no place to put them anywhere, so we did not use them.