The flat itself was new and clean but there were several other problems.
The host did not communicate promptly or at all. I had to ask the day before we left for instructions on access and these were brief and led to quite a delay when we got there figuring out how to gain access. Queries sent during my stay were either unanswered or answered only after a long delay. Even my phone call was not returned.
In the flat itself, the front door would not lock from the inside. All four of us adults tried on many occasions but it seemed jammed. The owner seemed unconcerned. but it meant that we had to ensure no valuables were left in the living area and it could have been a physical security risk for others.
In addition, there was no hot water in the en suite bathroom, no bath mats, no hangers in the wardrobes, no bedside lamps and insufficient cutlery and glasses. There was the bare minimum of everything else. There was one thin pillow each and one thin duvet with no additional blankets, pillows etc. Both bedroom blinds were broken (my daughter managed to repair one).
Further, although two keys were provided, they were both on the same key ring and there was only one electronic fob which meant that, after 9pm when the concierge went off duty, we could not return home separately or had to wait up for the later party.
I have stayed in more than 30 air bnbs and this is the first time I have made a complaint, which I am waiting for air bnb to resolve after a hostile response from the owner.