Conflicting information between advert and info pack about whether check-in was 2pm or 3pm. However RAGP, the managing agent for the property, confirmed 2pm check-in but bags could be dropped off any time after 12pm.
We therefore arrived at 1:30pm to drop off bag on a very hot day in mid-June with our 10 month old baby. We were travelling overseas to my wifes family home in Asia for 6 months so had a lot of bags with us, however no 'virtual keys' were provided by RAGP through the app. Despite calling and emailing, the point of contact at RAGP did not respond, and we were left out in the street, in the heat, with 7 bags and pushchair, and a screaming baby.
Was forced to call the maintenance emergency number (another subcontractor) who then referred us back to RAGP. Eventually got through to someone, but not our contact, and they issued the 'keys'. Was able to finally get into the property at 2:30pm after spending an hour in the street, only to find the property uncleaned since the last guest vacated.
This included used PPE masks on the bedside table, old jam doughnuts left out spoiling and gathering flies in the heat, damp towels on the bed, dirty bedsheets, used toiletries and sanitary products in the bathroom, full bin in the kitchen etc. Unhygenic, smelly, and in Covid times, potentially unsafe.
I again called RAGP and sent them photos by whatsapp, who eventually sent a cleaner (herself not wearing a mask) who property asked to my wife, son and I to vacate the property for 1-2 hrs so she could clean. This was hugely inconvient with a hot and bothered infant in hand, and none of us had refreshed following a 3hr drive into London. When I noted this to RAGP I simply received a whatsapp say "ok". Clearly didn't care whatsoever.
The stay itself was fine, nicely finished flat by all accounts, great proximity to Paddington and the Heathrow Express. Family-friendly in so much as both a high chair and travel cot were provided. However upon return at 6pm we realised the AC was broken on one of the hottest weekends of 2021, however a fan had been provided, but just for the bedroom. Also the TV in the bedroom didnt work. But by this point we were exhausted and I couldnt be bothered to deal with the agent again.
Overall, due to the mishandling of check-in, filthy flat, and lack of even an acknowledgment of the impact this had on family with an infant means 2 stars max. Shame, as property is well equipped and a decent spec. Can't imagine the property owner would be especially happy the level of service RAGP are providing (bet their fees aren't cheap!). I'll certainly avoid AirBnbing here again, or any property managed by RAGP.