Princes Square Serviced Apartments by Concept Apartments

We had no complaints during our four months at Concept Apartments while I was studying in London. My roommate and I really appreciated the location, the weekly cleaning and how accommodating the staff were. It was such a pleasant stay, and we’ll definitely book Concept again.

Our two-night stay in the Soho apartment was a mess, and we absolutely don't recommend Concept Apartments. There was no hot water at all during our stay, and by evening on the second day we still had none. We also never had a working number to call the owner about the WiFi, the lack of a microwave or the shower water clogging up. When we arrived after a long flight, we couldn't find “Brentford Penthouse” on the building. The actual building was called Concord penthouse, which left us panicking late at night. The number on our booking confirmation wouldn't connect, and the booking helpdesk was useless, saying nothing could be done at that hour. Luckily, the email included the locker number, so we took a chance with Concord house and got in. The apartment was meant to be ready at 3 PM, but the underfloor heating wasn't on and took two hours to warm up. The hot water hadn't been checked either. At 6 PM on the first day, we messaged a young woman on WhatsApp. She explained the button, then said we had to wait two hours for the water heater to fill. At 9:30 PM, the “manager” called to say she was a beginner and had given us the wrong information. He said the bathroom faucet was broken, that unfortunately this had happened to us, and that it would be fixed the next morning. When we complained, he got aggressive, accused us of breaking the tap, then hung up after wishing us a nice cold shower. The next day, we were told maintenance had supposedly come in the morning and that the repair took six hours. We were in the apartment all day and nobody showed up. That was another lie. The actual problem was the water heater thermostat, and by evening we still had no hot water. The apartment was exorbitantly priced, so the 30% compensation was meager. This experience almost ruined our stay. The windows are single-glazed, so it feels like being out on the street, and the bedroom window doesn't shut properly, letting cold air in.

Highly recommended. The location and condition of the apartment were great, and the company's response was super quick.