JOIVY Elegant Flat with Balcony

• Apartment was clean and well presented, with shiny/sparkly decor • Not too far from center

Disappointing stay. We were told a £250 deposit would only be held, not charged, but the amount was taken from our account and only returned three days after we left. • Bedroom radiator was not working, making the room uncomfortably cold • Reported the issue – engineer was expected at 9am but arrived at 3pm • Heating system was no clear instructions provided how to use • Simple guidance near the radiator or in an apartment manual would help • Shower pressure were below expectations (basic electric shower)

I don't even know where to start. It all started to unravel a few days before arrival, with an unexpected demand for more money (a non-refundable "waiver" so a £250 deposit did not need paid), with a long list of "boarding pass" information requested and a point blank refusal to give the pin code for the key safe until this was completed. This included full details (address, DOB, passport picture, passport number and a selfy...yes, everything to gain direct access to identity). On the back of a security breach, advised by booking . com, about this exact booking (so much so that the pin number, etc was changed to protect me) I was suspicious of this and called to ask if this was OK. I was told it was all fine, that strict procedures were upheld for everyone on the platform and to go ahead. Sadly, for me, I did. The access code for the key safe was not sent until over 3 and a half hours after the check-in time of 15.00....a long list of pictures and instructions were sent in how to get the key. On arrival, yep, as suspected, there was no key in the key box. Had to get booking . com involved and a very very stressful night ensued. Basically, having to find pay for alternative accommodation at 11pm at night in the middle of Edinburgh in the Easter holidays. I am absolutely aghast at the entire experience and realise there never was any accommodation to begin with. Booking . com advised, by e-mail that the host did not have the booking. All terrifying and realise that all this personal information, a heap of money (it was not cheap) alongside their mysterious "non refundable waiver"..I have used this platform for a number of years, and to say I am troubled by this experience is an understatement. I alerted them days before of my concerns, but was made to feel I was over-reacting and encouraged to divulge all the information, and the extra money. My faith in this platform is at an all time low.

Great kitchen equipment including separate washing machine & tumble dryer. Parking facilities are great & underground parking also available.

Bed/sofa in sitting room is manageable ,- but plenty of cushions to get comfortable

Everything was perfect. The apartment is beautifully appointed, everything is very stylish. Everything we needed and more was available. Good location, close to the centre. We enjoyed it very much.