Review Time
First, Emily is a true Super Host. She and her team were prompt to respond, on-time & easy checkin and available quickly to address any issue or concern. The apartment itself is great: clean, spacious and very well appointed. Location is also ideal being 1 minute away from Earls Court station: all points of the city can be easily accessed. Also, there are a number of options for groceries and restaurants nearby (as well as wine stores, pharmacies, etc).
My sister-in-law and I, both experienced international travelers, recently journeyed to London for Christmas and secured two flats through the platform, Plum Guide. The first flat worked out as promised with an excellent property manager. The second flat, provided to Plum Guide through Air Peace of Mind (APOM), was very problematic from the inception.After meeting the representative from APOM at the appointed time, on the afternoon of Christmas Eve, we were quickly left on our own. It soon became evident that the flat was not clean (there was a film on the kitchen table, dust and hair and small toys on the carpet and throughout each room, non-working lights, a crack in the toilet seat, and a malfunctioning television). We quickly texted Emily from APOM about the situation and received a curt reply to enjoy our “smart TV”. After many more texts and phone calls, a man from APOM arrived and tried for several hours to get the TV to function. He was unsuccessful. He also took photos on his phone of the condition of the flat and left.As the afternoon progressed, and Christmas Eve was upon us, we requested to be moved to another flat. This was not offered to us. I then told Matt, from APOM, that our plans for Christmas Eve afternoon were already ruined, and we could not risk staying in the flat for the evening and then into Christmas Day. Our activities for the evening were also in danger of having to be changed. I told Matt that we would need to leave and try to find a hotel. I explicitly asked him if we would be given a full refund. He agreed to this.For the next two weeks, I worked diligently with Plum Guide to secure the promised refund. This refund was even more vital, as by getting a hotel at the last minute, we incurred thousands of dollars of unplanned for expenses. APOM changed their position and stated that they had twenty-four hours to correct the situation and a full refund would not be forthcoming. APOM would not offer more than a 50% refund.It is important to note that all of this took place on Christmas Eve as the city was quickly closing down. We were left on our own to find alternative lodging. This entire experience negatively colored our London trip. Customer service is so important in the hospitality sector. APOM is woefully lacking in this department and seemed to go out of their way to be difficult. The very least that they could have done was to apologize profusely and process the full refund immediately. They did neither. Avoid at all costs.JM Kane
Emily and her team were great to work with. After an initial snafu that was beyond their control they quickly took hold and produced an even better property for our London stay. And again, the team was very responsive to our needs once we arrived. I would not hesitate to recommend Air Peace of Mind and will definitely work with them again soon.Diane
My stay in London was made all the more pleasant by the quality of my accommodation and with the ease of booking it. The accommodation was really nice and had everything we needed to make our visit stress free. We only had one issue which was with the not being able to turn the TV on but they dealt with it within an hour. Thank you Tara!If I come back to London I will certainly book through them again.
I had a lovely stay with Air Peace of Mind who were quick to help me with any problems or questions that I had. They were keen to offer assistance every step of the way, from start to finish they made it very easy for me. I would use them again in the future. Thanks again.
We booked an apartment through Emily on airbnb. On arrival there was no one to meet us as had been arranged and when someone did arrive they did not know how to enter the property. When we entered the property was crawling with bed bugs. The 'colleague' agreed these were indeed bed bugs and we could not stay there. Emily is now refusing to refund our money. We will be taking this matter further. Avoid these people at all costs.
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