My friend and I booked to stay at the elm court appartments over the bank holiday weekend. We were told to arrive at 3pm and to contact the owners upon arrival to obtain access codes to the appartment. Upon arriving at the apartments we followed this advice and were placed on hold for 45 minutes. During this time two families arrived who were also having difficulties gaining access to their booked appartments. An hour later we were told that the company had lost the key to the appartment which we had booked and paid for and that we needed to find alternative arrangements. Being a sunny bank holiday you can imagine this was not possible. The company offered no apology or support to find alternative accomodation. They were completely dismissive of their responsibilities and showed no regard for the safety of two girls that had booked, paid and travelled by public transport to stay in their appartments. Upon requesting a refund we were told this would happen within 7 working days. A FULL refund has yet to be issued. Upon leaving the two families were still on hold trying to gain access. This company lacks proffessionalism and can not be trusted.…
Only one bath towel provided but in fairness, I called the host and another was provided next morning. General cleanliness in the apartment was not good. Poo stains in toilet, carpets in need of vacuuming, glass tables in lounge dusty. Unable to use the TV as no aerial cable. Unable to use one bedside lamp as no wall socket near enough for the cable to reach. Well stocked kitchen but we ate out so did not make use of it. However, we went to use cups provided for a drink of water and they were stained and unclean. The apartment was noisy with noise coming from other apartments as walls appear to be thin. The apartments are in a good location being about a 10 minute walk from the centre. We would not stay here again and did not find that it was value for money.
It was only when I tried to call the apartments with a query when I got through to the answer machine to learn the company had ceased trading. No notifications previously received. We then had to scramble around to look for alternatives at higher prices. Very unethical!
Please avoid this hotel. I booked well in advance for the first weekend during October half term. Booked early to avoid higher prices later. A couple of weeks before our trip, the booking was cancelled, no explanation, no apology, no attempt to make up for what they've done. I emailed the hotel directly (booked via Booking.com) to request an explanation. No response to my email. I was completely ignored. I was then advised by somebody in the hotel trade, that somebody must have offered them a booking for more than two nights, and they rudely cancelled our booking. Disgusting.
I booked this apartment for a special family celebration in November via Booking.Com. The accommodation (company known as UrbanChillz) took my full payment and then cancelled the booking, without explanation, a couple of weeks later. It has now been over a week and I've had no response from them or a refund. I have of course also had to book an alternative at a much higher cost! Please be wary if you are thinking about booking this accommodation.