Ratings based on 2 Verified Reviews
4.0 Room cleanliness
1.0 Room comfort
5.0 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 7 Apr 2024
by A verified traveler
Scammed for my deposit!! Avoid!!
Posted 10 May 2021 on HotelsWe stayed here for 2 nights. First of all the pin on the map is in the wrong location, it’s actually down a dodgey side road of South Ruislip station. The substantial deposit was paid directly to them, not a typical hold charge on the card. Had an issue with the parking, a car was in our space & when we asked about it, they said park anywhere & it would be sorted the next day. Nothing was done so when we went out, we weren’t confident we could park on return. The flat was nice but expensive for location. We relaxed for the weekend as planned. 2 days later I asked when I’d get my deposit back and was told it would be transferred to me later that day. Only to find an email later with a video attached of the sofa arm being loose & I was accused of causing the damage. Me and my partner were really shocked by this as we both noticed that this arm was loose when we first sat down on the sofa but we had put it down to general wear and tear as it’s a rental, not worth complaining about for a weekend trip. I’ve contested this outrageous charge as we did not do this. It was there on arrival & we have been ignored. No reply to my email for 4 days and counting! Still no deposit. It feels very calculated and unjust because we know we didn’t do this and to not only be accused of it, but to pay for previous damage is a real sting. We are hardworking, honest people and for them to take our deposit and then ignore us is really bad business practice. Avoid at all costs!!
Comment from Hotel Management
10 May 2021 by George, Hotel Management
Hi Priya
Thanks for taking the time to review us, unfortunately things did not go quite right and there a few inaccuracies to your review which I feel should be clarified.
1. The pin on the map you refer to is a setting on the hotels.com site and beyond our control - we do not set this locator.
2. The parking issue, you had free and secure parking in the car park behind an electronic gate. I note from the messages between you and our bookings team you were asked to park in another bay showing your permit - that is a perfectly fine solution and I am sorry you were not confident with this
3. These are luxury flats in Ruislip, West London, you were aware of both the location and cost before you booked
4. You did not ask for your deposit, our admin team sent you a clear email with video of the damage to the sofa
5. The sofa arm was not loose it was damaged, the previous changeover highlighted no such damage by our long standing and professional cleaning team
6. Our communication to you and all guests is to notify us of any damage within a reasonable amount of time checking in, it is to make sure instances like this do not occur. You did not notify us of any damage or any other issue upon checking in
7. You have not been ignored, we sent an email back to explain the damage issue, but you have not replied, instead have just left us this review
8. We are also very hard working and honest people and the thousands of reviews all over the internet back this up.
To summarise, I am very sorry you feel as though you have been treated unfairly, but our process has been created for the safety of all our guests and invites guests to show any damage upon check in. As you had not alerted us to any damage and the cleaner is explicitly clear this damage was caused during your stay we have had no choice but to use your deposit to pay for the damage
