I have mixed feelings about this place. It is a beautiful property, very tastefully and comfortably decorated and is ideally located for my office in London. I was visiting for 10 days, so wanted to stay somewhere more cozy than a hotel room. The first few days were hell (trouble getting in, trouble with the heating as detailed below), and the rest was nice and relaxing. I was not charged for those few days I had trouble with the heating, and I appreciate that, but I would have much rather paid the full cost and not dealt with the stress.
The lockbox the keys were in was frozen due to the weather and I couldn't open it despite many trials. When I called the support team, I was told to keep trying. That's the last thing you want to be hearing after a long trip, shivering under the snow. It took some convincing, but finally they sent the key with an Uber driver. Given the weather conditions, they should have foreseen that the lockbox would be frozen and provided an alternative way to get me access to the property.
I discovered a while after I finally got in that the heating was not working, and the boiler was displaying an error code. I called the support team, and after back and forth for 2hrs(!), trying to troubleshoot the issue with their help over the phone, I was told at 10pm that the issue was not fixable without an engineer on site and that I should find alternative accommodation for the night. I wish it didn’t take them 2 hours to tell me that. In the morning, I was notified that an engineer was booked for 3:30pm. I wondered why not first thing in the morning, but thought it’s OK since I’ll be at work the whole day anyway. However when I called the support team at 6pm, I found out that no one had showed up because one engineer canceled the appointment and the other's van broke down. I was not notified about any of this, and it possibly taking longer for the issue to be resolved until I called. I again had to arrange alternative accommodation in very short notice. Despite telling the support team that I would like to cancel my booking if the issue is not resolved by noon on what was supposed to be the third day of my stay, the boiler was still not fixed by noon, the support team was not able to give me a time estimate for when it would be fixed and they refused to cancel my reservation. I finally demanded talking to the owner, and he agreed to cancel the reservation if the boiler was not fixed within an hour from then. It was indeed fixed, and I ended up staying there for the rest of my time in London, but my experience in the first few days make me question if I’d want to stay here again.