Stylish 2-bed Apartment in Central London

We booked three nights for three adults and were given a studio with just one bed, even though we’d booked an apartment with a double bed and sofa bed. One of us had to sleep on the floor, without a mattress, the first night. The apartments themselves aren’t bad, but they weren’t very clean, and the company did whatever it wanted with our booking. I’ve never been treated this badly on any of my trips. I absolutely wouldn’t recommend them. Staff said their “system error” would be fixed the next day. They promised to move our luggage and put us in another apartment in the same building. Neither happened. We moved everything ourselves to a different location. Sorting out their mistake took over two hours of our London trip, made us miss planned activities, and added travel costs. When we asked for a refund for one night, they refused and claimed we’d “accepted an upgrade.” After we escalated the complaint, they promised a formal response within 24 hours. Six days later, there was still no reply. We were left with unsuitable sleeping arrangements, disrupted plans, extra costs, and stress from an unresolved complaint. The initial booking mistake was bad enough, but the way they handled it was disgraceful. They didn’t honor the booking as described, gave us false information about the solution, refused what we felt was reasonable compensation, and ignored their own response deadline. Save your money and book elsewhere. There are plenty of professional places to stay in London that care about their guests.

The bed and pillows were very uncomfortable, and the noise made it hard to rest. I could hear every sound from the street all night, as well as people talking and walking in the corridor and above me. The entrance door opening and closing was especially loud, and the sound insulation was terrible. The front entrance stayed unlocked for the entire week I was there. I was told it would be fixed right away, but it never was. Management was very dismissive when I raised concerns about my safety.

I waited outside the apartment for six hours, and nobody came to open the door or give me a code. Even now, no one has shown up. I’ve never had service this bad.

The sofa bed is only suitable for a child, not an adult.