Our room was entirely different to the one we received, with a dirty mattress upright the wall, a tv that didn’t work and nothing that aligned with the room we were promised other than the the beds and sofa. Upon arrival we struggled to get in the room because the code was different/ didn’t work and there was no clear direction of how to open the door. When inside we were locked in the room because the lock had locked us in. This was quiet scary but luckily there was people close by to help us out. I can’t imagine what would have happened otherwise. The room made us feel completely un safe. Lina also clearly knew that she gave us a wrong room and admitted that she should have told us before. Perhaps this was only a one off occasion because she overbooked and had to put us in a makeshift room (which might explain the lock) but even so it wasn’t acceptable. Lina was however relatively helpful in directing us to air bnb for a refund. But this meant we had to still find alternative accommodation half way across London at 10.00 pm at night and paying much more which we weren’t refunded for the inconvenience. ruined our first day in London. Hopefully this is only a one time thing for her.