London Greenford by Charles Hope

We were left in a freezing, cramped studio with a baby, and it smelled like a toilet. The TV was taped together to keep it in one piece. We'd paid for a one-bedroom apartment at Charles Hope Greenford, not this. This was the final straw after several stays where we had problems and tried to raise them without getting help. We'd let those earlier issues go and kept coming back, but this was far too unfair. We're never returning. Horrible service and treatment. Our confirmation clearly showed room 703. At arrival, with no warning, explanation, or new confirmation, we were given room 606 instead, a tiny studio nowhere near what we'd booked or paid for. Reception at Glassworks Greenford said this was entirely Charles Hope's mistake: they said Charles Hope had given our confirmed room to other guests under the same tracking number. When we called Charles Hope, they told us the booked room had “maintenance issues.” Then they put us on hold and hung up. We rang again, were told we'd be transferred to reservations, and were disconnected after another hold. It felt like deliberate avoidance. They eventually called back, but refused to move us or give a full refund, and took no responsibility. This is false advertising and taking money for something they knowingly didn't provide. Instead of apologizing or fixing it, they tried to make us feel at fault for asking for what we'd paid for. The company is dishonest and unprofessional, and seemed comfortable misleading customers and then stonewalling them. If you book, expect a last-minute downgrade, lies, and being ignored once they've been paid. Avoid Charles Hope Greenford at all costs!!!