I liked this flat, but I do not feel it rated a '5'. I was not unhappy with my experience staying here and my intent in this review is to give an honest review of what my husband, adult daughter, and I enjoyed as well as what we felt didn't go as well. The positive: the flat looks nice - a lot like the pictures, the bed in the bedroom was quite comfortable, nice neighborhood, Starbucks across the street, 10 - 12 minute walk to The Tube (subway), fairly clean. Not as positive: we were told our travel questions could be answered by the concierge and unfortunately we had relied on that assistance for some of our sightseeing. In reality, only one of the concierges was helpful, we were given little help and even some inaccurate directions. They were polite, just not helpful or very knowledgeable. We were unable to connect to the internet in the flat and had to rely on Starbucks WIFI for our IPADS (they closed at 7:30pm, which had us scrambling to do all of our trip research, etc in the early morning hours. The flat seemed small with all 3 of us, I think that it would have been more perfectly suited for 2. The bed in the sofa was not made up for us. The flat was chilly as London was experiencing quite cold weather for May. We contacted Caroline to ask about how to get some heat and she suggested the small fan/heater which we were already using. She said that the radiators were controlled by the building and may have already been turned off. When the TV stopped working a couple days into the trip we did not contact Caroline (but we should have). She had already told us that the washer/dryer was not what we were accustomed to but I was surprised just how different it was (about 5-6 hours for one tiny load); although we were grateful to have it. I felt that costs added up for the flat with the PayPal charges and 50 euros extra for coming in a couple hours early due to arriving in the AM after an all night flight from the US. Also, my daughter felt that the street noise and outside lights made it hard to sleep well in the living room area. In the bedroom we utilized a fan for white noise and it was very nice. It is worth noting that this flat is not in central London by any means, but in Chelsea, which is a short Tube ride. We liked going "home" to our flat after a crowded busy sight seeing day in London. We recommend this flat for two people, based on our experience.