Tiny flat, Not very clean, No customer service
Tiny flat, Not very clean, No customer service
The flat is very small, location was good but the overall impression was bad. We could only check-in after 4pm, which is not convenient if arriving very early morning, so we left our luggage at the bus station to make the best out of our time. We arrived to the flat at 8pm exhausted but we couldn’t take a shower because all the towels were completely wet. It seems like they washed the towels and didn’t bother to dry them so they just folded them wet. I called the landlord to ask for dry towels but he never picked up the phone, so we had to hang the towels around the tiny flat and wait until next morning. Then we inflated the extra mattress and used the sofa, as we were a family of 6, just to realize there were not enough extra bed sheets, the sofa was full of hair (seemed like dog hair) and very uncomfortable to sleep on and the mattress was full of dust. I have some pictures but not able to load them here. Overall, we didn’t feel comfortable mainly because it was not clean. The highlight was the pub nearby (The Andover Arms), fantastic place on a Sunday night. Family friendly, very good service, good food and definitely a good crowd.
Here is the response form Holiday Lets London Management regarding the above comments
Thank you very much for taking time to write about us, but it’s really saddening to hear that you did not enjoy your stay like many others who have written here did. Below we have mentioned replies to all your negative reviews about us.
- The flat is very small
- The apartment can sleep up to 5 people, and this is the cheapest of all the apartment of ours. Comparing to other London rentals this space is worth the money you pay.
- We could only check-in after 4pm, which is not convenient if arriving very early morning, so we left our luggage at the bus station
-The check-in time is mentioned as 4.00 pm in our website and even in the Terms and Conditions. Unfortunately this is our company’s policy on check-in time. If you have had written to us about it prior to your arrival date we would have arranged for your luggage to be left with our cleaners at the apartment or at our office room.
- I called the landlord to ask for dry towels but he never picked up the phone
- Please be advised that the owner of the apartment is available most of the time to take tenants’ calls despite his busy schedule. The reason why you could not reach him on his mobile would have been due to the fact that you dialled his number with the international dialling code which is 004407956568227. If you are calling him locally the number to dial should be 07956568227.
We have also mentioned our office number 0330 119 0253 in all our e-mails and we are open from 7.00 AM to 10.00 PM on weekdays and from 8.00 AM to 7.00 PM on weekends. We have a dedicated customer service team who would attend to your calls/e-mails within a couple of minutes during working hours and solve your problem immediately. In the event the owner of the apartment doesn’t pick up the call the ideal this would have been ringing the office number.
We have a free phone in all our apartments for your convenience.
- We were a family of 6, just to realize there were not enough extra bed sheets
-The apartment can accommodate only a maximum of 5 people and we can only imagine the trouble you would have had to face with one extra person. If you had let us know we would have arranged for an extra air bed and Linen.
- the sofa was full of hair (seemed like dog hair)
- We have a very strict policy on pets in the premises and we are not too sure how the dog hair got on the sofa. Please send us the images to holidayletslondon@gmail.com and we will look into the issue.
- the mattress was full of dust. I have some pictures but not able to load them here.
-After every check-out we clean the apartment thoroughly and this is done from 11.00 AM till 4.00 PM and this is the reason we do not allow check-ins before 4.00 PM. We take great pride in our well kept clean apartments and at this point of time we are unable to comment on the issue you have raised about the dust on the mattress.
- all the towels were completely wet
- We have a dryer at the apartment and you should have used it to dry the wet towels. We also have heated towel rails in the shower room to warm the towels
We would have been really grateful if you had rung us on our office number or simply dropped us an e-mail taking use of our free Wi-Fi facility about all the issues including the wet towels and your total experience would have been a different and a much more pleasant one.
