Regent House

Poor communication

3.0

Location is good near River Thames.

− Cold , two separate rooms , heaters do not work. No reception stayed in the street with family to send someone with keys. He even threatened me to take keys back and cancel my booking.

This was my worst experience with booking.com

3.0

Nothing at all.

− - we waited an extra hour outside the building because the apartment was not prepared on time. It was really difficult because we had a baby with us. - wrong information about the apartment, it is totally not located at the Regent house, but the much older apartment next to it called Oyster Wharf. - very noisy apartment, one room is located just right next to the main road, car passing through the whole night - towels, bedsheets, and duvet are not clean, with mark on them. We had to wash the towels by ourselves before we could use them. - very unclear information about check out. We were not informed about how to check out. We told the owner/housekeeper our departure time. No one was on site to check the apartment, and the guy was sending angry whatsapp messages telling me I should not let the key in the apartment, which I had to block his contact. I even asked where we should put the key, but no reply. - unsecured apartment entrance with only a glass door. - mattresses are very soft, like temporary beds with air.

Nice room - but bad customer handling

3.0

Apartment is modern, clean and has pretty much everything you need. The location is nice and easy to reach via transit.

− Since check in was at 3pm we walked around the city until then. Via text message we were suddenly asked to pay a deposit fee of 300pounds before arrival at the apartment, which was never mentioned before and not listed on Booking.com either. It was explained to us that they wanted to secure themselves due to a broken washing machine that previous guests had left in that condition. While we understood their desire to do so, it was the way the whole situation was managed that left us upset - it was simply very unprofessional and seemed very shady how it has been handled. We have been told, that the deposit has to be placed before check-in, basically forcing us to agree on the deposit, as we wouldn't be able to check in without it. And that was communicated a few hours before we should have checked in. We chose not to pay anything before arrival, but rather to address the matter upon arrival in person as this would be, in our opinion a more customer friendly approach. The Host informed us he wouldn’t be around so an employee showed us the apartment. Later we discussed the fee over the phone with the Host. After much back and forth which added to our frustration even more, we agreed to make a PayPal payment. While we did get the money back after the trip, we still lost around 20€ due to transaction. Additionally one towel was missing, which we addressed when checking in, the next day we still had no additional towel, contacted the host and got no answer for 24 hours. When talking about check out and his needed deposit, answers were received within minutes, what a coincidence. Kindly recommendation for the host: If the deposit charge can’t be listed on Booking.com, then you should communicate such things way earlier in advance and not hours before the check in, this is very unprofessional. Work on the communication and the approach to request deposit from your guests, as most will probably understand this but not the way it was handled. Best regards, Denis

Location is nice but overall unsatisfied

3.0

Location

− The host wasn’t welcoming at all, he has an attitude. The day before arriving I set up the check-in time on booking which was 07:00 PM, I was surprised by receiving a message from the Host to pay extra charge for late check-in, I didn’t want to make a big deal about it and I replied agreeing on the extra charge right away, a few minutes later he texted me to pay a deposit of £300 which wasn’t agreed upon earlier and wasn’t written in anywhere in the booking description. I told him to send me the details so I can pay the deposit and he sent me his bank account, which is basically an international account which will take minimum 3 days to complete the transfer. By the time I arrived to the place, he looked at us from far away and said oh there is 6 of you, and the reservation says 5, you need to pay extra money, That time I got really annoyed and told him that the price for the room when I searched was the same for either options 5 or 6, which I was really sure about it. Then he started raising his voice and talking in disrespectful way. I asked him about the deposit it wasn’t mentioned on the reservation and if he could show it to me in the description, then he started shouting and telling me that I am saying that he is a lair and I am not welcomed in the apartment and he wants me to leave, I told him ok I will leave but I need a refund for my money then he told me go and talk to booking as it is not refundable and it is not my problem. Anyway we stayed after all, I paid the deposit through PayPal, and I received it back few days after checking-out but I’ve lost £40 in between the transfers and the service charges as well as the exchange price. So my overall stay wasn’t satisfying and 80% of the decision was taken from the experience we had with the Host. My rating is between 2 to 3 But if the host was calmed and held his temper my rate would be 7 to 8 Thanks,

nice place but cannot be trusted.

1.0

there was a lot of space for the 5 of us. the bed were comfortble

− it was hard to find the place . when we got there on time the manager Steve, complaind that he waited for us for 3 hours. at our arrivle we were told to pay a 300 pound deposit that was not written anywhere in the description of the property. I payed with PAYPAL only to figure out that it's going to cost me 15 pound for the deal. Steve told me that he would send the deposit with the cleaner. the facilities were mostley great. the clothes washer was broken and the over was not connected and we had to have the technition coming to fix it. when we wanted to leave he said that the cleaner wont come when we are there and that he will pay back with paypal only after the cleaner say that everything is fine. when i asked for the deposit he was angry for contact hi, at all. all along the messages that we had' after complaining about the money i lost he kept calling me names like BIG BABY IN A CANDY SHOP,, IMMATURE YOUNG LADY. later on he sent me the money at 1 AM and after few hours before i had the time to see it he canceled it i got a message from PAYPAL. he blocked me and threatned me that he will write bad things about me if I write this. he blocked me on whatsap and on PAYPAL so i wont be able to send him more requests. that was hiis way of not giving me back I guess I lost my 300 POUND of deposit i was never so humiliated like this just because i had some missunderstanding about PAYPAL.

Good

7.0

View of the property

− Furniture for the flat very old , need to change