Courtney S.
The worst part was the sewage leak. On our first night the power went out. When I reported it, they said they'd already received reports. Then the toilet flooded, with sewage all over the floor. We used our towels to stop it spreading through the studio. When we asked for fresh ones, they said we could wash them ourselves. I told them that wasn't acceptable for a building problem, and they replied, “one towel per person.” Later they said it was sorted after we'd been unable to use our place for a whole day. My dad and I were exhausted, so we went back. They'd left towels and the floor was dry, but it smelled of sewage, not cleaner, so I doubt it had been sanitized. The toilet kept leaking slowly for the rest of the stay. Horrible, unsafe conditions. DO NOT BOOK. The studio was advertised with a bed and a SOFA BED, but it had an ordinary couch. We also never got the entry instructions or door code they said they'd send. We stood on the street for half an hour until someone brought a key and told us the code. The wifi didn't work either. After a lot of messages, someone came to check it while I was in the shower. They spoke only to my dad and tried to tell him the wifi issue was because his data was on. I'm Gen Z and have used wifi all over the world. That was a blatant lie, and I suspect they simply hadn't turned it on for us. Once I got out, I connected without changing settings and reversed the changes the building employee had made to my father's phone. The wifi worked fine. The customer service was the worst I've ever had, especially for the price. I tried to get a refund through Expedia, but couldn't because I don't have a UK SMS plan. That's a flaw in Expedia's model, please add email verification. I asked to move because the conditions were uninhabitable. They said someone would come clean and leave towels. I asked again for a move or refund, and they ignored those messages. They were very unprofessional. The walls were paper thin, too.
