My parents (visiting from Australia), my partner and I stayed at James' apartment over Christmas. We had chosen the flat based on the description of provided amenities and the images, which show a very cosy and welcoming flat. We were very disappointed with the flat and would not stay again.
All of the personal belongings and features included in the photos (except for some new paintings and random vases) have been removed, and while the building itself is quirky, the removal of the personal items leaves the place feeling soulless and sterile. While part of a tv is shown in one of the pictures, note that this is not provided.
It was very difficult getting in touch with James. I sent a few messages directly via the airbnb app, and only received a response once (after following up a second time for a response for that particular query). Messages did come through from James' support team, though these seemed to be automated check in and check out messages.
We had issues with the dishwasher (which wasn't working) and the lighting in the external stairwell, which was messaged to James and to which I received no response. While it is included in the description that the flat is four storeys up (we were aware of this prior to booking), it is not noted that, while the stairs are within the building it is a concrete stairwell and is poorly lit. One of the lights had blown and as it was over Christmas (with lots of residents away and no lights spilling into the hallway, and the very short days) it was very dark.
Because of the lack of lighting my dad tripped and fell down a section of the stairs (in the section where the light had blown). This was messaged to James and we received no response - to which I'm incredibly disappointed at the lack of care shown. I do appreciate that we were staying over the Christmas period (and the owner may have been on holiday), but if the owner is willing to make the flat available for stays over Christmas then they still need to be responsive to issues or concerns raised. While a number to call was provided (which we did call once when we first arrived), we felt much more comfortable messaging via the airbnb app as it was Christmas time (and as this is preferred by airbnb), and still did expect to receive a response via this form of communication.
Overall the flat was clean and the beds were mostly comfortable, however only very basic amenities were provided (note no pepper or oil, though this is listed as provided in the amenities list). The flat is in an excellent location, it's about a 15 min walk to the main area and close to the Water of Leith, with lots of shops and restaurants.
Overall, considering that the flat did not match the images shown in the advert, our issues with the flat and communication with the owner, we were disappointed with our experience (and the amount we paid for this).