This stay unfortunately did not meet our expectations. It was not the value we were hoping for in our stay.
The hot water and heat in the house were not working upon our arrival. A plumber came later that day and determined a new grid needed installation in the home. During our 5-day stay, we had and an email thread 30+ messages long between us and UnderTheDoormat, 3.5 total days were without warm water/using ‘emergency immersion heat’ (which we didn’t know how much there was, so kept to an absolute minimum) for showers or cooking. Plumbers came in and out for repairs twice.
While UnderTheDoormat was always quick to respond and courteous, we felt the value of this rather expensive accommodation was not met, given the issues mentioned above. Upon discussing this, UnderTheDoormat did not have the authority on whether reimbursement could be given beyond the cleaning fee (approx 5% of the rental cost of our 5 day stay). The homeowners, whom we could never discuss with directly, made the decision not to offer any refund or discount. UnderTheDoormat were gracious and sent a hamper as a gift, but again, this felt like it was all they could do in their position. As guests, we certainly did not feel our stay was worth these costs.
While it is situated in a beautiful neighbourhood with very easy walkability and underground access (Victoria and Pimlico stations within 10 and 5 minute walks, respectively), and the home itself is very nice, we were discouraged by the outcome and likely will not book again with UnderTheDoormat, as their model clearly does not support guests assistance adequately when situations like ours arise.