Umbrella Properties London Excel

The location was great, with a reasonably priced corner shop down the road and the tube, Co-op and Domino's about 10 minutes away. We'd happily stay again. The people were really friendly, quick to reply, and getting into the property was easy thanks to clear signs. We were there for one night. Our room was clean by basic-room standards, the bin was empty, and the bed was made, large and comfortable. There was some hair on the floor. The wardrobe was spacious and the windows were big, with curtains, though in room 3 there was a window above the door that couldn't be covered. Someone could climb the wall to it, I hope they wouldn't. We didn't try the computer or TV, but they looked high end. One appliance in our room had an issue, and management responded quickly and kindly. We could use the appliances downstairs instead. My partner also had trouble getting the hob to register non-stick pans, though that might have been our side. Both bathrooms had a modern look and were clean and a reasonable size. There was rust on the radiators, but that didn't seem like a big deal. The property is aged, as people say, but we saw no immediate health risk, just the wear and tear you'd expect in any property. The communal area was clean, with modern amenities and furniture. The back garden is tiny, but has room for a table and somewhere to sit.

We spent four nights here, and the cleaning was only superficial. The room wasn't properly cleaned, and the stains and dirt we photographed were still there, just like in a review from a couple of weeks earlier. The listing says the rooms are soundproof, which is completely untrue, and says there's a hairdryer, but there wasn't one. We told management on our first day; they didn't seem to care and never brought one.

The bathroom is only on the ground floor, and the stairs are very steep and narrow. The place was badly ventilated and extremely dirty, as if it hadn't been cleaned for years. Furniture was worn out and falling apart, and the bed linen was dirty.

The room was so filthy I was afraid to sit on the bed. There was dirt and rubbish everywhere, and it looked as though someone had just run a mop over the floor. The bedding was stained and messy, and the towels had turned brown with dirt. I arrived for an appointment in Canning Town, which is far from where I live, and chose this cheap place from Booking.com after reading the reviews and assuming experiences varied. I only needed something basic and at least clean. I left at 1am and drove more than 2 hours home. I even rescheduled my appointment. It was upsetting that anyone expected me to sleep there. The door felt so insecure that I put a chair behind it. My skin is severely sensitive, and when I raised the problem, your response was to call me a Karen. It was unprofessional and sickening, with no apology or solution, only disrespect. That just backs up my point about the place being dirty and unhygienic. If you're unhappy hearing that, clean it. You still haven't given me my money back, so I'm calling your bank because I paid for a service I didn't receive. I won't leave positive feedback for a bad experience. Go clean the place and take down the fake reviews. Trustpilot shows that nothing about you is verified. I work for the health and safety department, and I'm going to make sure you're completely shut down. No one should be forced to sleep in conditions like that, especially when they're paying their own money.