Chilworth Court

The bathroom was freezing because its window wasn't properly insulated, and the studio itself was dark, damp, and unlike the photos online. The heating didn't work in winter, and the kitchen tap leaked badly enough that we had to collect the water ourselves. This was a basement studio that wasn't fit to stay in. We paid the full price but didn't get basic living conditions. We'd stayed here before, which made this visit even more disappointing. We booked through Booking.com, reservation 5087740128. The lack of maintenance showed a disregard for guest comfort, and I've submitted a formal complaint with evidence.

The location was great and the room was a good size. The front desk staff were friendly and very helpful. Special thanks to Mr Mohfowd, who came out to the street with us at short notice, flagged down a cab when we checked out, and carried our heavy luggage into it. That's really good service. I'd have given five stars if not for housekeeping. We'd booked a one bedroom for four and asked for the sofa bed to be made up, but it wasn't ready when we arrived. We had to move the heavy marble table ourselves and pull it out. The bedding was clean, but underneath the bed was dusty and dirty.

The front desk staff were friendly and gave us crisps and a soft drink, but the stay wasn't worth the significant cost for our family with two small children. We had no hot water for most of the visit. Instead of moving us to another room or finding alternative accommodation, they kept service people in our bedroom for the duration of the stay. Hot water only came back on our final night, and we had no privacy while the work was going on. It was clearly a major failure in their system. Management offered a 5% discount after we complained, but at GBP760 per night, that was nowhere near adequate. Without hot water or privacy, this wasn't up to the standard of a four star hotel, or really any accommodation. We won't return on principle.

We paid in full but didn't get even the basic standards of a place to stay. The basement studio was damp and dark, nothing like the photos online, and clearly not suitable. In the middle of winter the heater didn't work, the kitchen tap leaked and we had to collect the water by hand, and the bathroom was extremely cold because its window wasn't insulated. This was a shocking visit, especially as we'd stayed here before. We booked through Booking.com, reservation 5087740128. The conditions showed clear neglect and disregard for guest comfort. I don't recommend the place, and a formal complaint has been filed with documentation.