Stunning, grand 2 bed, 2 bath apartment with balcony

Thank you for your feedback. For clarity and accuracy, the apartment has central heating controlled by a wall thermostat and is not left unheated during winter, as doing so would risk damage to the plumbing. The heating was on at arrival; however, the temperature setting was not to the guest’s personal preference. The guest arrived prior to the agreed check-in time and shortly thereafter reported that the heating was “broken.” At the guest’s request, a handyman was arranged immediately to attend and demonstrate how to adjust the thermostat. The guest was notified in advance that he would arrive within approximately 10 minutes. The handyman rang the entry buzzer, knocked at the apartment door, and further messages were sent advising of his arrival. His entry was expected and directly related to the assistance requested. There was no unauthorised or unexplained access to the property, and no fault with the heating system was identified. Throughout the stay, numerous issues were raised, many of which related to unfamiliarity with standard features of UK apartments, including the location of the washer and dryer within a dedicated laundry cupboard and the operation of common household appliances. No defects were found with the blinds, oven, television, or sound system. The guest checked in early and departed after the stated check-out time. Key collection and return instructions were provided in advance; however, the keys were not returned to the designated location as required. Additional requests arose during the stay in circumstances where more occupants appeared to be present than stated in the booking. At check-out, the property was left in an unusually dirty condition, with evidence consistent with a New Year’s Eve gathering. Communication during the stay was demanding in tone, and it was stated that a negative review would be left unless additional, non-advertised items or services were provided. This is not an appropriate way to resolve concerns. Given the discrepancies between the review and the documented communications during the stay, as well as concerns regarding conduct and compliance with house rules, the matter has been referred to the platform for assessment. The concerns raised in this review are not consistent with the experience reported by other guests at the property. While I aim to assist guests and resolve genuine issues promptly, I regret that expectations in this instance did not align with what is clearly described and provided.

Dear Marcia, Thank you for your kind review. Re the instruction manual the manual is in the cloak room closest with the selection of books and games There is a separate washing machine and dryer for the exclusive use of the apartment in the laundry room which is situated behind the single door at the apartment door entrance.

Guest expected a full concierge service including waiting at the property to open doors whenever they entered or exited a room, expected daily housekeeping and to wash and iron their clothes. Guest was upset there was a flight of stairs to enter the property not understanding 1st floor in UK is 1 floor above the ground floor.