2/10
We had originally booked this flat for 6 days during Easter with our family- we have never been given access to what we had reserved and paid for. Instead, we were located in a different flat in a very different area. Despite the several contacts we had during the day, we were never told that was any change nor problems. We were given a different address to go to at the last minute and when asking if both flats were close, we were told they were 2 minutes walking distance, which happened to be totally untrue (18 minutes on google plan). A very kind maintenance person gave us the keys for the 6 Brendon street, to our surprise . He did not know that this was not our original flat. We immediately called the manager who said there was a boiler issue and that we could move within 2 days or cancel - It was 6.30 PM and nowhere to go to. They never moved us to our original flat despite numerous requests. We have tried to rebook in another location but during Easter weekend it was not possible to find a place for the family at a reasonable price. We have paid for an Oxford street area and was put in a very different one where prices are lower. Even if the flat was clean, the advert said city view, instead, we had a view on the rubbish. Despite our numerous requests and a promise of some sort of arrangement or compensation, nothing has happened.
We had also contacted Hotel.com at the time we arrived in London with no answer from them either.
NAdine
Séjour de 6 nuits en avril 2019