Charles Hope Staines Riverside

They cancelled on me last minute in day

The property was clean, safe, close to a bus stop, restaurants, and shopping.

It was literally at the street and after booked found we had to pay an additional fee for potential damages. Didn’t appreciate this requirement.

The property was ideally located for our needs of a place to stay overnight.

I think a few things should be raised to the owners. Firstly.. 'Arrival Instructions Room Access Code (followed by # key): 87147' That's a nightmare laden with cases etc on a busy road. Can't this be simplified to, in this case, '87147#' ? My fault for calling to ask but, long journey and just looked for the code. The main door to the building requires maintenance as a matter of urgency. It is misaligned and is difficult to open and doesn't always lock. My husband injured his hand trying to open the door on arrival. There are a number of light bulbs out in the apartment that either do not come on or flicker. Mainly in the bedroom on the right as you enter the apartment. One of the bedside lamps is also not working. There was food left in cupboards, which we have not removed. A packet of cookies dated 29th May, 2026 and nuts dated August. 2025. The tweaks above would have given the apartment a '5'. I would also suggest making people aware that the apartment is on a very busy road but is quiet of a night if they are asked. Think the apartment is excellent but maybe the owners aren't aware of some of the minor issues that need addressing.

I booked the riverside apartments back in February, booking a two bedroom apartment with a balcony, i was then contacted by Gisele in March to say they are having renovations in those apartments and would have to be moved to city centre. I wasn't happy but agreed, the day after this agreement Gisele then contacted me to say they dont have the room I booked and can only offer two single apartments, at this short notice, I accepted with the worry I may not find another accommodation for my stay with activities already paid for. We checked in on April 4th and stayed in rooms 3 and 4, I stayed in room 3 ith my partner and my cousin stayed in room 4 with her daughter. On check in room 3 keypad lock wasnt working and I had to ring customer services who then told me i would need to manually open the door with a key and had to go to a lock box to get the key, after using the key and fiddling around the room let us in, the customer service representative on the phone assured me that this would be sorted by 5th april as no one was around to do it until then that was the end of the call. my cousin then come out of her room and the keypad wouldn't work on her door either so I had to ring back up and ask them to fix this. I also explained my room doesn't have any working WiFi and was told just connect to next doors wifi. Really? How lovely. We had dinner reservations for that evening that were missed as we couldn't access rooms in time.bOn the 5th I was out for the day and come back to the door still not being fixed, contacted them again and was told no one could come out at the time and they'll sort it when they can. Shocking customer service.

Nothing car alarms all night no sleep no hot water. Boiler was broken they sent me a YouTube video too fix it. Absolute joke don’t stay here avoid at all cost.

The fact metal was forced into a socket if I turned it on god knows what would or could have happened but someone’s done that who works for them. The place was dusty didn’t even look cleaned.

I like the property’s location which was very accessible to Central London. The neighbourhood was also nice.

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