I very nearly gave the flat a miss having read the dire reviews on other flats managed by 'Chris' but I gave them the benefit of the doubt given the other positive reviews for this flat. The flat is lovely, spacious and light and in a great location. So far so good. However, the cleanliness in the flat is superficial and it was clear on entering the flat that it hadn't been hoovered for some time. In fact, in desperation I dug out the hoover myself, only to find it was broken (at the end of our stay I witnessed the cleaner sweeping the carpet). The carpets were dusty, full of hair and debris, and felt wholly unhygienic. When I called to complain about this I was told the issue had been passed on to the 'Housekeeping Team' but I never heard from them again. That's the extent of this company's commitment to your having a good stay. They're polite and know how to appease you in the moment but ultimately take zero action. During the course of our stay the lack of real cleaning became more apparent: a lot of mouse droppings behind kitchen worktop appliances and a whole world of activity behind the sofa. Big holes in the towels - hardly the 'hotel standard' described in the listing. My clothes ended up trapped in the washer/dryer - the door lock broken - on the final day (I had to leave without them) and while I was assured they would be sending in a mechanic on Monday morning to address the problem and return my clothes to me, 10 days and countless phone calls later I am still without my clothes. No mechanic has been sent, nothing has been done. It's been dispiriting, to say the least. This is the kind of company that tarnishes Airbnb's good reputation because 'real' hosts tend to care about your experience in their home; big faceless management companies don't. I believe the 'aftercare' or the communication around a stay as important as the stay itself, and it is bad form indeed to leave guests hanging in this way. It was not a cheap week and I feel I am still paying for it.... I will be giving this company a wide berth in the future.