Vauxhall, river Thames, Big Ben Retreat, Central London family Stay

We’re sorry for the inconvenience caused by the gas issue during your stay and appreciate you bringing it to our attention. As soon as we were informed, we acted immediately and arranged for a qualified gas engineer at the earliest available time, particularly given the bank holiday weekend. We attended the property within 30 minutes to assess the situation and ensure appropriate action was taken. At no point were you asked to leave the property before your agreed check-out time. Our priority was to address a safety matter promptly and responsibly. A refund was also provided in recognition of the disruption caused. Since then, we have installed a brand new hob and oven to ensure the property is fully safe and operational for future stays. We remain committed to maintaining high standards of safety and responsiveness for all our guests.

We’re really sorry again for the inconvenience caused by the gas issue. Situations like this can unfortunately happen at any time and are completely outside of our control. As soon as we were informed, we acted immediately and arranged for a qualified gas engineer at the earliest possible time, especially considering it was a bank holiday weekend when availability is very limited. At no point were you required to leave the flat before your agreed checkout time; the intention was only to resolve the issue as quickly as possible. We also provided a refund to acknowledge the disruption caused. Following this, we have installed a brand new hob and oven to ensure everything is fully safe and functioning for future stays. There was absolutely no intention to prioritise another guest over your comfort — our focus was on addressing a serious safety matter promptly and responsibly. We are very responsible and fair hosts and we were in the property within 30 minutes of your report making sure the problem was solved