Hyde Park Superior Apartments

The move was incredibly stressful and took up time we hadn't planned to spend packing and shifting around London. Later that day, management messaged on WhatsApp to say we could move back to the original room, without recognizing how disruptive that would be. We preferred that room, but a second move wasn't possible or part of our agreement. When management finally replied, they were rude and dismissive. We'd had an okay stay at Christmastime, but we're so disappointed and won't return. On our first night, my mother and I found a lot of water on the floor and reported it to maintenance. They later confirmed a hot water system leak. Management told us via WhatsApp to leave by 10 am the next morning. We said this would be stressful because we had a lot of luggage while navigating a move, and inconvenient because we'd already made plans, but agreed that the room had to be changed. After we left as requested, there wasn't a room available for us. They asked us to leave our luggage for the day, even though we'd already said we were uncomfortable with that and had plans. We missed those plans while waiting at reception and lost money. Food that needed refrigeration had to be thrown away. The only compensation offered was a buffet breakfast that was nearly closing and neither of us could eat due to multiple allergies, which is why we stay in apartments, plus a coffee that never arrived. Eventually they moved us to a room four flights up. It was a significant downgrade. Compared with the first room, it had no freezer, coat rack, couch, heated towel rack, tea towel, bath, bedside tables, or lamps. There was one small cupboard instead of four. There was no kettle, though we managed to ask for one, and no iron to go with the ironing board. We raised the problems with staff, but nothing was done. They told us to email management while we were standing right there, then said management would email us. They never did.

The location was the only good thing. The room was extremely hot, so unbearable that my family and I had to leave and book another hotel. We couldn't get a refund. The windows were very low and unprotected, which felt unsafe for my children even on the fourth floor. There was no lift, so we had to climb 90 steps. At checkout, a rude staff member pushed my wife and children out of the door because they weren't walking quickly enough. Avoid this place, especially with small children. Find somewhere safer.

The apartment stairs were extremely unsafe and looked like they could cause an accident. We were made to leave after playing music. Once we got a noise complaint, we turned it off when asked. They kept our £200 deposit and demanded another one, which we refused. They said they'd call the police if we didn't pay the additional £200. We didn't want to be involved in anything illegal, so we contacted booking.com, who advised us to leave. We never got the money back for our final night. The whole thing was extremely disappointing, upsetting, and frustrating. If you stay here, they may take your deposit and demand another. Refuse, and they'll threaten to call the police.

Four tube stations are within a ten-minute walk, and the apartments are in a very central spot. The area was quiet, and our room stayed quiet even though the window faced the street. The room was big enough for two and had everything we needed. The kitchen was well stocked with a stove, oven, microwave, kettle, and dishes. Cleanliness was fine, and room service was available. Staff were professional, answered questions quickly and clearly, and check-in and checkout were quick and easy.