Flat is beautiful and close to town, it’s a great place to stay. My parents wished there was a coffee maker but for a couple of days it was no big deal. The fan in the kitchen makes a loud noise which makes it impossible to cook and the shower has visible mold in it. These issues were minor compared to the problems we received were with the property management company. From the beginning, the communication was frustrating, receiving the incorrect messages along with automatic messages that were sent multiple times over and out of context. This was not irritating by itself, however our problems with the property management team arose during checkout. We had late flights and wanted to leave our luggage to go out and grab lunch, so I checked the previous messages and the house rule book to see if there was a specified checkout time and there was none. We presumed it would be fine, but when we came back the lock wasn’t working. I finally called the property management company and was informed that because we left our luggage, the locks had already been changed and we would be billed 250 pounds. I had absolutely no messages on the Airbnb app and had received no phone calls from them. When I stated this, they were rude over the phone stating they had called me several times, however apparently it didn’t occur to them to message through the designated AirBnb app. When I asked how to proceed, they continued to act rude and exasperated before finally giving me instructions to get in the unit. Insisting that it was entirely my responsibility to call the emergency number (even though this was not an emergency) seems a bit unreasonable. This is specifically why AirBnb encourages hosts and users to communicate solely through the app, because had they messaged me first or even after they allegedly called me “several” times, we could have gladly remedied the issue. Going to the extreme of changing the locks seems absolutely ridiculous, especially since the luggage was still here and it was clear that we were temporarily out. It’s seems more like they were trying to make a profit off of us rather than be accommodating.