Elegant 2bed Duplex W/gdn Near Buckingham Palace

The customer service was the worst I've ever dealt with. We booked one of their apartments for three days in London over Christmas. It clearly wasn't cheap, but I was willing to pay more to feel safe with my children. Things went wrong as soon as we checked in: they put us in a basement apartment, and I have severe panic attacks and anxiety. I politely asked reception to move us. They said they could do it for an extra cleaning fee, but that I needed to contact customer service in the morning. When I called, I was told it was too late because I hadn't paid the cleaning fee on the night we checked in, so I'd lost my chance to move. Reception had given me the wrong information, and I was then lectured about it. It was an awful stay. Avoid this place if you don't want to be put in a random room different from the ones shown online.

I loved the location, and the staff were very attentive. They accepted Amazon packages throughout the day, which was a real plus and made shopping easy. If you're in block C, be aware there's no lift there. Using the Stafford address entrance means you only have one step up, unless you're in C03-C04. Be sure to watch the instruction videos they email with the security instructions. My photos show the Stafford address entrance and where the keypads are.

Don't use this place. The communication and customer service are absolutely appalling.

Great service and the best location in London.