City Gardens Apartments

I was meant to fly from London to Budapest early in the morning for a close friend's funeral at 3pm. A fire situation at Stansted left hundreds of us stuck at the airport while flights took off without us. I tried to rebook onto the 8am flight, but it could only be done at the airport, where a handful of airline assistants were dealing with hundreds of frustrated passengers. By the time I got to them, I'd missed that flight too. They could only offer me a 6pm departure, too late for the funeral, so I had to stay in London. I'd booked an apartment for one night, just a couple of days before, and contacted the hotel to explain the emergency and ask to reschedule for another time. They shockingly refused, citing their policy. I wasn't asking for a refund, only credit toward a future visit I had been looking forward to. I've worked in restaurants and hotels my whole life, and I believe accommodating requests like this during emergencies matters for a company's reputation, future customer relationships, and showing empathy. After this terrible experience and poor service, I won't be visiting. I'm quite confident the place itself is amazing, which makes the way this was handled a shame.

They handled my issue very unprofessionally and treated me badly. In the end, they cancelled my booking without giving any explanation. I can't recommend it.

The rooms and wellness area were especially filthy. Staff were extremely rude, and it felt like they cared only about making money, not people.

They cancelled my booking and listed the room again for more than twice the price. When I called, I was told to book somewhere else. The staff were incredibly rude on the phone.