Stayo Waterloo

I booked through booking in March for a January 2025 stay, and they charged the full amount two weeks later. In October, they changed the place I was supposed to stay, and I didn’t agree to the replacement, so I cancelled. Two months on, I’m still waiting for my refund. First they said it could take 30 business days; after that deadline passed, they blamed a system problem. I had to go through booking to get the money back. They’re issuing the refund because the property isn’t responding.

They advertise free cancellation but take the money upfront without getting confirmation. I cancelled, and more than two months later I still haven’t been paid back. Each time there’s a different excuse, like transfer limits, computer errors, or neglect. I’d stay away. They’re scammers.

I booked through Booking.com with free cancellation and cancelled the next day, 9th October 2024, but the payment had already been taken and I’m still waiting for the refund. The property said it would take 30 WORKING days, and that time has passed. I complained to booking.com, but even they can’t reach the property. booking.com said the refund should have been done within 15days under the usual refund ts and cs. I will NOT book with this chain again.

There wasn’t anyone available to speak with in person about our concerns, and the online help desk was rude and incompetent. The place was worn and dirty on arrival, nowhere near the standard shown in the photos. The beds were too small and uncomfortable for two people, and the sofa bed didn’t work for the children either. Furniture that was advertised as modern was heavily worn. My stay at Stayoo London Waterloo was disappointing from beginning to end. I won’t return, and wouldn’t recommend it. A waste of money and time, and the photos don’t show the reality.