Heavenly Stays - South Kensington

Great location but lacking kitchen facilities

6.0

Position and space available with 3 very good bedrooms and bathrooms.

− The kitchen The fridge froze its contents and the freezer was totally frozen up. There wasn’t a dishcloth or any t towels to dry washing up. The dishwasher needs both salt and cleaner There were only 3 forks With a bit more effort it would be easy to give this flat a much higher score

Very disappointing - wouldn’t stay again

4.0

The property is in a good location - only a short walk to the nearest tube station It is modern, spacious and decorated nicely. The keys were easy to pick up and drop off in a local shop.

− Lots of things in the apartment were broken which the host would have been aware of. When we arrived we immediately noticed the bed in the main bedroom was broken. Half the slats were broken or missing meaning the middle of the mattress fell through the bed frame. We had to take the mattress off the bed frame and put it on the bedroom floor in order to sleep. I immediately made the host aware of this his response was ‘let me check with the cleaning team’ he never offered us any kind of compensation or resolution for this. In addition to this none of the showers or baths had running water. This meant none of us could shower during our entire stay. I contacted the host about this who offered very minimal support. Repeatedly telling me he was checking with the maintenance team to see what the problem was. I chased this multiple times and felt I just kept getting brushed off. He even told me the reason the water wasn’t running was because the guests who checked out before we arrived “had a party in the shower” - I felt this was a very poor excuse that made no real sense. The host finally informed me there was nothing that could be done as no one was able to come out and look at the problem. This was completely unacceptable. Many of the chairs in the apartment were broken too, making seating in the main dining area difficult. I am extremely disappointed with my stay here and since leaving have asked for some form of compensation due to the above issues. The host has been telling me for 7 days that my request is being ‘reviewed’ and is now ignoring my messages when I am chasing for an update. I have had to take this up with booking.com themself as the host’s customer service is absolutely awful. I would not look to stay here again due to all the issues we faced and lack of support we received for them.

dissapointing

6.0

− ‏Message ‏I would like to share our experience during the stay, which was unfortunately far from satisfactory due to several issues: ‏ 1. The property is located in a basement, requiring descending 10 narrow and spiral stairs (photo attached). ‏ 2. The entrance is completely exposed, allowing anyone outside to see directly into the house. ‏ 3. The kitchen also lacks privacy, with one of its side walls made of glass, making it easy for outsiders to see inside. ‏ 4. The living room sofa is old, worn out, and very uncomfortable (photo attached). ‏ 5. No blankets or bed linens were provided. ‏ 6. There is an outdoor walkway between two rooms that was dirty and covered with bird droppings (photo attached). ‏ 7. There was a drainage issue in the small bathroom, and although a technician came to fix it, the problem remained unresolved. ‏ 8. One room’s ceiling is made of glass, but it was dirty and covered with bird droppings (photo attached). ‏ 9. Food waste was being collected in a bag under the outdoor stairs, causing unpleasant and foul odors (photo attached). ‏ 10. One day, a woman entered the house unexpectedly and without permission, stating she was there to clean. This was intrusive and uncomfortable. ‏ 11. On the last day, while preparing to leave for the airport, the main door lock malfunctioned, trapping us inside. Despite calling and messaging the owner on WhatsApp, we received no response. We had to wait for 20 minutes before we managed to get the door open and leave. ‏Finally, the owner completely ignored all these negative incidents and did not offer any apology or compensation for the inconvenience caused. ‏This stay was highly disappointing, and I cannot recommend this property.