Luxurious 3-Bed Penthouse in Sheffield

Unfortunately we did not get to see the property as they cancelled 3 hours before we checked in, leaving my husband, two children and a dog stranded four hours away from home, when we should have been celebrating my 50th birthday

I am extremely disappointed with how this booking was handled, especially as it was for my 50th birthday celebration. We originally booked this accommodation in November for a February stay, well in advance. The day before our arrival, the host contacted us offering an additional night at an extra cost, which we declined. Then, approximately four hours before check-in, our booking was cancelled after we had already driven four hours to reach the accommodation. We were only informed once we were close to arrival, leaving us with no realistic opportunity to secure alternative accommodation at such short notice, particularly given there was a major concert taking place in Sheffield and very limited availability. As a result, we had to turn around and drive four hours back home. We had also purchased £500 worth of concert tickets, which we were unable to use due to having nowhere to stay or leave our dog whilst at the concert. The financial loss and stress caused by this last-minute cancellation completely overshadowed what was meant to be a very special birthday celebration. Given the timing especially after we declined the additional paid night it raises serious concerns about why our long-standing booking was cancelled at the last minute during a high-demand event period. The company operating the property is The Keys Please.co.uk, which we were not initially given when requested. I would strongly recommend that anyone considering booking does their own research, including checking reviews on Trustpilot and Facebook, before proceeding. While I understand that unforeseen circumstances can arise, cancelling just hours before check-in after guests have already travelled a significant distance is unacceptable. There was no meaningful support offered to help us find alternative accommodation. I would strongly advise others to carefully consider the risk of last-minute cancellation before booking.

Location was suitable.

I got complaints from my colleagues that I booked this for - they shared photos that did look very run-down internally. Probably do it up.

Location was good, easy to find, hood parking

Looking tired in many places. Needs a little TLC. It is not luxury.

They cancelled 1 hour before check in

They cancelled 1 hour before check in

The the mattresses on the beds are full of springs and are of very poor quality.

Good WiFi, TV had Netflix and one of the bathrooms was warm enough to have a bath in . Bed linen and towels were clean.That’s it.

The beds were the worst beds any of us have ever had to sleep on,absolutely awful! Mattresses are all thin lumpy and soft,with springs felt ,so so uncomfortable-we all have bad backs ache all over and are extremely tired ,which ruined our stay. Toilet seat hanging off in en-suite!! The whole place looked like a mess with beading showing through the plaster& plaster cracked above lounge French doors.Doors weren’t closed properly so there was a bad draft coming through, it’s so cold anyway because the wall heaters are nigh on impossible to get working properly,so this extra draft was a nightmare. Kitchen area: cupboard door from somewhere randomly leaning against the fridge ,which is a hazard.All of the pots and pans were covered in grease and badly scraped/ scratched ,the oven itself was filthy,no instructions for it so even though we wrapped our food to protect from the dirty trays inside,and tried many times,we couldn’t cook in it ! There’s also a filthy ceiling filter ,all the dining chairs are unstable,and the surfaces, table top ,worktops and storage pouffe were all dirty & stained. Sofa is also stained and dirty . Only one rail in one of the bedrooms to hang clothes. Everything needs fixing/cleaning/updating; shoddy and unsafe throughout. Thin net type curtains over one large window (French doors) in bedroom,the 2nd bedroom has one window covering,the other curtain pole and curtain has fallen down and shoved under the bed ! Total lack of attention to detail throughout the whole place- it’s actually such a shame because it’s got the potential to be an absolutely stunning place to stay !

Nice spacious

I am writing to formally complain about the poor customer service I experienced on the day of my arrival at your property. After driving for approximately three hours to reach the property, I had difficulty locating my apartment and therefore called the contact number provided in my booking details. The person who answered my call informed me that I did not have any booking. I explained clearly that I had already made full payment and had a booking confirmation email. Despite this, I was repeatedly told that no booking existed. Being told that I did not have a booking after such a long journey was extremely stressful and disappointing. This situation caused unnecessary anxiety and inconvenience and does not reflect an acceptable standard of customer service. I expect a proper explanation as to why my confirmed booking was not recognised and reassurance that such issues will be addressed to prevent them from happening to other guests in the future.