We have some good and not so good. The staff at the front desk, security, and location near Wembley was amazing.
Now for the not so good. When renting a short term rental what I want most is a clean comfortable stay. It was cleaned but not well. I never felt the ick but there weren't plenty of little signs the cleaning was quick and lacked the thoroughness that you would get at a mid-tier hotel.
The BEDS were where this place has so much room for improvement. Probably the most important part of the stay. A comfortable nights rest. I'm rooting for you guys because with just a little tweaking you guys can be doing this really well. Spend some money on a decent mattress and some quality linens and pillows and you'd have the battle nearly won. It isn't rocket science. The pillows in the place could hardly be considered a pillow. The sheets and pillow cases were the lowest thread count one could buy. Scratchy instead of soft. Laying there at night your guest are going to be disappointed and it really doesn't cost that much more to make that a real win. If you want an example of how to do it right just check out mid-tier hotels from IHG, Marriott, or Hilton. Every one of their lines has quality linens, quality comfortable mattresses, and four pillows on their beds varying from soft to firm. Always a feather pillow.
Invest some money there and be a little more diligent on making sure the place is spotless and I promise the ratings will go up along with the rate.