Tees Valley Apartments

After booking this accommodation more than 2months before the stay, i had immediately messaged the host to request for a room that is accessible via lifts from the car park as we had many heavy luggages. There was no response at all from the host, so I assumed that they will accede to our request. However, when we arrived, we realised that we were given one of the furthest and highest apartment, whereby we had to carry our luggages up 2.5 floors of stairs. As there was no lobby/reception, we called the accommodation's number, but there was no answer. As that was about 1.40pm, which was before the check-in time of 2pm, we waited in the car park. At 2pm, we called the number again, there was an auto reply that their working hours was until 2pm. Besides calling, we had also messaged the host via booking.com's app which did not have any response. In the end, a staff came out to the carpark. He checked and informed us that there was no other available room on a lower floor. I'm appalled by their poor customer service. If I had known that there was no lift and that I had to drag my luggages up 2.5 floors, I definitely would not have booked this accommodation. Additionally. the ceiling lamp in the master bedroom did not have a light bulb. I immediately messaged the host via booking.com again to get them to replace it that afternoon, but again, there was no response or action. Hence, I had to depend on a small bedside lamp on the 1st night of our stay, as the bulb was only installed the next day.

The accommodations were spacious and clean. The staff was very friendly and helpful. In addition, I left some belongings at the property and the property manager sent them back to me in a very short time at no extra charge.