Awful experience. Arrived at 16:00 (check in time) for a South London event at 18:00. Two locks on door and only given the key for one of these. Other lock obviously locked. When we called we were told to keep trying for two hours as the door was stuck. The representative we called obviously wasn't calling her management team as was giving us different messages each time. No one available to be sent out for us. Potentially believe this could have been a scam as representative did not give us a name or call back. On one occasion she denied the time that we were last on the phone with her. Did not seem to care. After 1hr50 of waiting we were told no one is coming out. We booked different accommodation in West London causing us to pay more and have missed our event and half of day. Representative then continued to refund the wrong amount. Would strongly advise people not to stay with this company.