Dear Sir/Madam,

I booked the Luxurious Air Conditioned Apartment at High Street Kensington between the 28th of June till the 3rd of July.

Firstly, I was greeted by the manager Shehab who told me that I would be staying at a different flat than the one I had booked. I indicated this and showed him a picture of the flat I had booked upon which he then took us to the 2nd floor which was the real flat I booked.

Although check-in was indicated to start from 3pm, the room was not prepared. Finally, we had to leave our suitcase and come later. However, when we came back we noticed that the flat was not properly cleaned at all. The oven had grease in it, the bathroom shower had molds all over. As we wanted to make the air condition work it was written that we needed to change the filter. The air condition was working but it was not circulating any clean air. On top of it, the windows were not opening except one where the window was super dirty. Literally, the other windows were sealed not to be opened and one even had a crack in it. The other one was sealed as well but someone must have forced it. I truly never saw so much dirt in my life. This flat definitely does not qualify the expected hygiene standards one would expect from an airbnb..

We tried calling the owner and the manager a few times. Some lady from the call center answered and kept telling us the manager would be with us in 10 minutes. When we were complaining about the apartment they kept saying we don't know and that the manager would be in touch. I sent a whatsapp message to the manager and email to the owner Moe. None of my calls were returned promptly. And the one reply I was sent 2 hours later, I couldn’t view it as the internet wasn’t working properly.

The flat was so dirty and stuffy that we had to leave at 10:15 PM and we were highly frustrated in the middle of the night. Just as we were leaving we noticed the manager was staying at the flat he was trying to convince us to take and we refused. He gave the flat we booked; this was clear that he actually wanted to stay in our flat that we fought to take back.

When he asked why we were leaving we mentioned all the issues above and he tried to convince us to stay. We had been in touch with him from 18:52 then again at 19:32 and he said he would come at 19:39. But then no one came and only when we bumped into him at 22:15 did he say he would help out. He might not have been at location at the time but he should have called or texted to tell us when he would be coming.

With all the explanations above, I would like to be reimbursed and also this flat should not be promoted by AirBnB. It is nowhere close to being luxurious and it is very dirty. I would also like to file a complaint with regards to how misrepresented the flat was.

The flat should have been super clean and super hygienic considering the covid pandemic. I was highly disappointed.