Our family of 5 (kids aged 9,7,and 4) and my 75 year old mother had booked 5 nights at this flat. We received a message from Thomas right before our arrival that bedbugs were discovered when the flat was cleaned and so were unable to stay there. Thankfully Thomas did find us an alternative flat in a different location. The location was fine, located near Baker Street tube station, although did cause us some stress in initially trying to find it. The cleaner was supposed to be there to let us in but no one was there when we arrived leaving us to wait on the street with our luggage. We contacted Thomas who had someone else come out to meet us after about half an hour of waiting (thankfully we got into the building after 15 minutes when someone else opened the door), only to arrive with the wrong keys. We eventually got into the flat after about 45 minutes total. The flat met our space/sleep needs but needed some attention - multiple burned out lights, a dirty chair in the hallway which the person who let us in removed. It was quite warm the week we were there and one of the living room windows didn't open and the bedroom windows only opened a small amount, making it difficult to cool down even in the evening. With fans in every room we managed, but for the price it was not the quality we would have hoped for. We learned this was a very busy time with high occupancy in London so we are thankful that we had a place to stay and did enjoy our time in London overall. The fellow that let us in told us bed bugs are a real problem there and so this clearly is not a one off problem, so we would just caution travelers to be aware of the possibility. However, we are very appreciative of the communication with Thomas and his responsiveness with the problems that arose. He went out to purchase an extra mattress in the hour before we arrived to ensure we had adequate sleeping space and checked in with us after we settled in to make sure we were okay. None of the issues that arose were due to his lack of attention to the situation, and quite the contrary he was very attentive, supportive and helpful in getting us sorted out in an unfortunate situation.