I don’t typically leave negative reviews, but I have to leave one for this flat. The location is great, the flat is fine (small but doable), and it was clean - that’s about as nice as I can be.
Partner and I stopped through London on our honeymoon for a couple of nights and to do laundry. Don’t mind the picture - the laundry room is a shared facility & the dryers don’t work. It closes at 10, which would have been fine had we not spent 3 hours locked out of the flat. My partner and I went to get groceries and upon arrival, our key wouldn’t work. We tried to contacting management - keep in mind that leading up the trip, they messaged me multiple times to remind me of the check in process & the house rules (there are many). But when we needed them - communication was extremely difficult.
First and foremost, they blamed us for getting locked out. Said we must have “moved the pin” causing it to lock from the inside. They explained UK locks to us about 4 times. I’ve lived in Europe, the door isn’t unique. It took them THREE HOURS to send a locksmith. Mind you, we’d been traveling all day, had a full bag of groceries, and needed to laundry.
Finally the locksmith arrived and had to install an entirely new lock. He said that whoever installed the lock had done so improperly. The locksmith was amazing - 10/10 would recommend the locksmith. It’s interesting because, throughout their guilt trip, property management told me they’d never had an issue with that door…but clearly someone had installed the lock improperly and I can’t imagine we’ve been the only ones locked out - and even so, the whole blaming us while we were literally locked out for 3 hours was in pour taste.
Finally did our laundry - at least they provided a drying rack. Property management never checked in on us after being locked out, only sent our a customary checkout reminder. I’m still waiting for them to try and send us a bill for the lock. Beyond that, the flat was fine but the experience was overall not good.
I think this is a con of staying somewhere that is owned by a large company - I didn’t feel like a human, just an air bnb account. There are many other affordable, clean flats in London - I’d just stay somewhere else and not bother with this company.
I’m sure they’ll respond to this message with loads of excuses but oh well - communication is key.