Monument Apartments London Bridge

At 10.30pm, I called to say I’d be arriving late. That was when reception told me I couldn’t stay because of the minimum age requirement of 25. I was left without anywhere to stay in London at 11pm. They already had my details and had asked for my ID, but didn’t tell me earlier that I couldn’t stay or give me a chance to make other arrangements. The reservation manager’s name is Alex. I still haven’t received a refund or compensation for the extra cost of the last-minute booking I had to make elsewhere. The management was poor, and the whole situation felt fraudulent.

The apartment itself was lovely, but the staff were terrible and I wouldn’t recommend staying here. Getting access was a nightmare. When I called for help, they hung up and never called back, leaving me outside for hours until another guest helped. I heard that several other guests had the same problem. Inside, the kitchen surface was dirty, with what looked like meat residue. The shower was dirty, and there was a huge amount of dust and dirt in the bedroom, about the size of a small cat. Luckily I couldn’t see much of it because none of the lights worked. The lift was out too, and I was on the top floor. I was bombarded with rules and information they needed from me before the stay. When I emailed to complain, I only got a reply on the third attempt. They said I hadn’t read the instructions, which only gave the address, and claimed the dust was because the apartment was on a main road and couldn’t be helped. They couldn’t put the same attention into replying to guests as they did into sending all those rules.

We paid a £750 security deposit before our stay, then still had to wait outside in the cold and rain because getting in wasn't straightforward. We called for access, but no one picked up for around 20 minutes. The staff were rude and unprofessional, and even asking for a bottle or glass of water felt like hard work, so we stopped making requests. The rooms smelled of cigarettes, but we were too tired to risk another argument. Stay away if you don't want a miserable experience.