First, I’ll note that all the good things about the property in other reviews are true: clean, well furnished, comfortable, and good location that is convenient to Waterloo train station, Lambeth North Tube Station and easy walking distance from riverfront and Westminster.
Unfortunately, our stay in London got off to a very stressful start because of a lack of communications from the property Managers (Hannah and Teri) regarding the check-in details and process. We have stayed in many VRBO and properties, and most of the time we receive the details on check-in (property address, how to get in, etc) a 2-3 days before arriving. This process is different for this property, which is perfectly fine . . IF the guest has been informed beforehand. This didn’t happen for us, resulting in a very bad start to our holiday.
When we didn’t receive any info on check-in, I contacted Teri 2 days prior to our departure for London — no response. One day prior to departure, I asked again for check-in instructions — no response. Messaged Teri and Hannah again the day of departure — no response (and starting to get worried). A couple of hours before leaving to the airport, VRBO message and called and left voicemail begging for instructions — no response to either. Arrived in London with wife and 2 kids and no info on how we would access our lodging. Sent another VRBO message to Hannah and called (no answer) and left a voicemail asking to be contacted with info — no response. 5 hours later — 1 hour before check-in time — called Hannah again (no answer) and left desperate voicemail— no response. Now getting extremely worried that some mixup had happened and we didn’t have a place to stay the night, we decided to head over to the property and try to access the building even though we didn’t know the flat number or how to get into the building (we hoped maybe there would be info at the building). Our family arrived at the building at check-in time (3 pm); of course, all the outside doors we locked so we stood outside on the sidewalk with all of our luggage for 10 minutes — kids and wife looking at Dad like he really screwed up this time— trying to figure out where we could find alternative lodging for the night. Thankfully — but completely unexpectedly — we received a call from the property housekeeper (Nichola, who was very nice) telling us how to get into the building. This stressful day could have been avoided with a simple return message or call.