Hope House Residences by Aeria Apartments

Getting a forgotten item back was badly organised. We left our child’s coat in the apartment and asked if we could collect it. Pickups are only allowed between 10 and 4 on weekdays, which didn’t work for us, so I had to ask a friend to go instead. It took a lot of back and forth to agree on a time. When my friend arrived, nobody was at reception. They called customer service, waited on hold for 15 minutes, then were told the person hadn’t made it and someone else would be sent, with another 10-15 minutes’ wait at least. Very poor service and organisation. Disappointing.

The location was central but quiet, and the value was excellent. Our one-bedroom apartment was spotless and larger than I expected, with an extra wash closet we hadn’t counted on. The bed was comfortable, the water was hot with good pressure, and the washer and dryer made travelling light much easier. Communication with the team was smooth and quick throughout. There was road construction nearby, but it didn’t disturb us and was clearly outside their control. The amenities were a little basic, with only a few coffee pods, but we had what we needed and the team responded promptly when we asked for anything. We’d happily stay again.

A perfect three-bedroom apartment, with two spacious bathrooms, a big kitchen and a large living room.

I wish I’d checked Tripadvisor before booking. This place was a disaster. There was no hot water, the AC was broken and the safe was locked. When we called customer service, they said sorry, but no one could come and look at anything over the weekend. There’s roadwork all around, with jackhammers and drilling even on weekend mornings, and the carpet is stained. We prepaid for the stay, so there’s nothing we can do.