E8 Modern Flat •Sleeps 9•Garden• Near Central Ldn

Thank you for your feedback, Rebecca. We are sorry to hear the property did not fully meet your expectations during your stay. Guest experience is extremely important to us and we took your concerns seriously from the moment they were raised. As soon as the issues were reported, we immediately offered you the option of a full refund so you could secure alternative accommodation if you were unhappy with the property. This option was declined as you advised it would be difficult and inconvenient to find another property during your trip. We then arranged to have a contractor attend the following day to inspect and address the concerns raised during your stay. However, this was also declined as you advised your group did not want to be disturbed during the stay. We fully respected your wishes and therefore did not force access or further intervention while you were occupying the property. Following your departure, the areas mentioned were inspected and the issue relating to the mold was addressed and resolved immediately after the property was vacated. Despite the above, we remained responsive throughout your stay and, as a gesture of goodwill for the inconvenience caused, we provided a 15% refund at the end of the reservation. We do appreciate your acknowledgment that we remained responsive and made efforts to assist throughout your stay.