Empire Serviced Apartments♡

Guest review

9.0

everything's on the door step

− view

Disappointed , unpleasant stay, very unprofessional .

2.0

Extremely disappointed with this Booking I had a very disappointing experience with this property from start to finish. The first issue was the PIN code provided to access the room. It was incorrect, and after several failed attempts, I had to contact the host, who told me the pin provided was incorrect and then gave me the correct one. When I entered the room, there was an unpleasant smell like someone was smoking a cigarette before my check-in. However, the biggest disappointment was discovering that the accommodation was completely different from what I had booked. I had reserved an apartment with a balcony, but instead I was given a tiny room with only a bathroom. There was no balcony, no living room, and no kitchen. The room was very outdated, there was no TV, the mattress was of very poor quality, and there were even a few flies inside. I contacted the host immediately, but he seemed completely unconcerned. Even after I sent proof of my booking showing that I had reserved an apartment with a balcony, he insisted that the room I was given was correct. He neither apologised nor made any effort to resolve the issue. After spending hours travelling, arriving at accommodation that was not as advertised and receiving such poor customer service was incredibly frustrating. Another issue was the refund of my security deposit. I had to chase the host for over a week before it was finally returned. This should have been processed promptly without me having to repeatedly follow up. I have raised a formal complaint with Booking.com because this situation is simply unacceptable. I have been booking accommodation through Booking.com for many years and have never experienced anything like this. This is the first time I have had to deal with such poor service, misleading accommodation, and such an unprofessional host. I would not recommend this property at all.

Comfort wise not good, need improvement

5.0

Location is good, building is also good

− Bed & mattress, wash basin drainage system is chocked, hot water is with very low pressure

Ok

7.0

Location was great Ease of access

− The mattress was to thin could feel the springs