Kempsford House Apartments

My experience with City Relay was terrible! I came to London to spend quality time with my daughter before she started her University in London and reserved a property through City Relay via Airbnb. It is supposed to be a bonding experience and our story has started with this house we have rented through your site. The property had nothing to do with the pictures displayed. We did not checkin after we saw the space and returned our key immediately to the place we have collected it. I have stayed in airbnb's all around the world and truly enjoyed my experiences and had good responses from the tenants. But this one was a huge disappointment. First of all the flat number was stated as 5 and we went all the way up to the top floor with our 6 luggages and couldn’t find number 5. When i contacted the number provided to me, they were unkind and reactive. And we had to carry 6 luggages back down to the ground floor with 2 elevator trips. Apparently it was silently mentioned on the web site that the unit was on the ground floor. I would have never rented a house in London on the ground floor exposed to the noise, pollution, hustle and unsafe conditions of London. The house has nothing to do with the pictures presented on the website. When we entered it was dark and humid and had a weird odor. I tried to open the windows and they were locked with a key. I don’t leave my pets in such unhygienic environments where there is no air or sunlight. This was such an inhumane condition and they never acknowledged the situation, did not repay our money. This truly was the worst service I have received in my life.