City Stay Serviced Apartments

The entire apartment was riddled with ants in the sitting room, bedroom, kitchen and bathroom (+ climbing the walls and crawling over my legs) No blinds for privacy and deposit took two weeks to refund

I booked months in advance for the London Marathon - great location, with restaurants nearby, public transport to the start line, and it said parking was available. After booking I tried to contact them countless times over messaging (through *******), email and phone (always voicemail) asking to reserve a parking space. I never received a single response. I finally got through about 2 weeks before the marathon and spoke to someone who really couldn't be bothered, and said I couldn't reserve - it was first come first served. No good to me so I found/paid for a parking space myself, about a 2 minute walk away. I thought I was sorted. I booked a meal for the evening at a local Italian. On the Saturday morning, just as I was about to leave home, they called me to basically say don't come, as I had not paid my security deposit. I asked if they were cancelling my booking right at the last minute and they said no, they had cancelled it a while ago and this was just a "courtesy call" to remind me not to come! I read them back their email which said the deposit was payable when checking in, and there was no mention of payment in advance - they said the email was wrong, but I was still cancelled. I complained to *******, and after a couple of hours ******* told me they had sorted it out so I should start my journey into London. We arrived around 4pm, but was refused entry as we had not paid our deposit!!! I made it clear I was very happy to pay it and they finally accepted that I really did want to pay it. They said that they would get their finance department to contact me within 15-30 minutes. This went around in circles for hours while we were sitting in the reception of one of the apartment blocks they use (wet as it was raining, hungry, and needing the toilet after hours of travelling and waiting) - most of the time I called them I got their answerphone. ******* contacted them numerous times and was told each time I would be contacted within 15-30 minutes. After a LOT of complaining to ******* they finally agreed to move me to an alternative location - we arrived at a very poor quality alternative (which was probably all that was left by this time) - AROUND 10PM. Needless to say I was extremely stressed by this point, had not eaten dinner, and found out the alternative accommodation was 2.5 miles from the marathon start line with no public transport. All of the careful planning I did counted for nothing. As ******* moved me to different accommodation I can't even put a review on ******* to say how terrible City Stay are, as it only lets you review places you actually stay at! I do wonder what ******* does to discourage this type of appalling behaviour - City Stay can treat people like absolute rubbish, completely let you down, and the only 'penalty' seems to be that they don't get paid for your stay (which they had already accepted anyway as they cancelled!)?!? AVOID AT ALL COSTS!!!

They called me a day before my check in saying they have cancelled my booking because I never paid the security deposit they had requested via email. (Complete lie, they never sent an email requesting a deposit) at this point I was so frustrated I accepted their offer of a full refund. Enough time passed so I chased for the refund, they are now ignoring my calls and not responding to my emails. Unluckily for them I'm the wrong one to do this to and have already obtained personal details for them, they'll be visited if they refuse to pay my refund.

A week before I was due to stay at this apartment I rang to discuss the deposit that needed to paid when we arrived, after countless times trying to get through I managed to speak to Andrew from reservations who advised ‘someone will be in touch with you 24 hours before your stay to discuss this’ the day before we was due to travel no one contacted me so I tried to contact them myself but was unsuccessful, the day we was due to travel I rang and managed to get through and was advised my booking had been cancelled due to no deposit being paid I was angry and disappointed but was offered a refund so I accepted it. Days have gone by now and I am still without my refund, I have had no response back for the emails I have sent and cannot get through to them via phone. I had been racking my brain trying to work out if this was my error and if I had overlooked any Information but after going through my reservation email with a fine tooth Combe and now reading these reviews I have realised it wasn’t me it was infact them and I have been scammed. I wish I read these reviews before I booked because if I had I wouldn’t of even looking in this apartments direction I am now going through the process with my bank ect and also reporting it as fraud as these people are robbers and nothing else. DONT NOT BOOK WITH THEM they are not legit and should be taken off all forms of booking websites.

DO NOT BOOK. Paid over £300 deposit and still have not received the full deposit back, have called and emailed many times but still no reply. The staff have told me they will sort it and have now resulted in ignoring me. The apartment itself was not worth the money they charged as the balcony door was falling off and the blinds in the bedroom would even go all the way down, the floor was sticky and had not been cleaned properly, the bed had hairs on them and there was a bra and used condom under the bed. WORST EXPERIENCE EVER.

Do not book here they took my money and refused to pay me back aftwr saying they could not take my booking. They even lied to *********** I’ve now gotten my bank involved and will be suing them. Please record your phone conversations with them as they are known for lying and backtracking there words! Oh and they dont answer the phone after the first call!