Smart-City-Apartments Reviews 4

Management are dishonest. Staff don't know what they're doing. Company owes me over £800 for the last 9 months! Still haven't paid what is expected. Don't stay with these guys, don't do business with them. Crooks.

My experience with this company and its 3 bedroom apartment at Unit 6, 59 Berwick Street is terrible. The reasons are as follows:

1) Check-in: Our confirmed time of check-in was 17:00. However due to lack of parking facilities on site, we arrived at 17:09. To our shock there was no one to greet us. We called the onsite call number provided by the company and was told that a staff would be with us shortly to let us into the apartment. After 20 minutes of waiting we called the company again and was told that the staff member should be with us within a couple of minutes. Another call later (this time the phone was answered by Darren) and we were again promised that the staff would be with us within minutes as they were coming from Covent Garden. Only after an agonising 60 minute wait outside the apartment did the staff member turn up to let us in.

2) Customer Service: None existant.
- The staff member who checked us in did not even offer an apology. When confronted regarding his lateness, he did not give a reason to his lateness.
- The person on the phone clearly mislead us. He could have just stated from the beginning that his colleague was going to be an hour late and that would have meant we could have done something else rather than wait outside. This is important especially when you are travelling with a 3 yr old (and the company knew this).

3) The apartment:
- The advert did not state that the apartment was on the 3rd floor with no lift access. When we asked the staff to help us carry some of the luggage, he flat out refuses stating it was not his job.
- In the current summer climate in London, the apartment did not have any air-conditioning. I do not expect anything else from apartments in London, however the windows in the rooms could not even be opened to allow a breeze in. Hence the rooms were hot and stuffy. Furthermore no stand fans were provided. On calling the company, they stated that they could not do anything now and would try to remedy the problem the next day. Temperatures in the room reach a soaring 27 degrees Celcius. This is not a recommended temperature for a child to sleep in with no means to ventilate the room. We could not sleep for the first day. Our holiday was simply spoilt because of this.
- The toilet in both the downstairs room have a foul odour. It smells like a public toilet that has not been cleaned in decades.
- The only thing that gives this apartment a 1 star is its location.
- Toiletry provision is very basic with no shampoo.
- For a three bedroom apartment where there could be 3 guest staying, only one key was provided.

I would NOT recommend this company. Very POOR and UNRELIABLE service.

I booked this apartment for business stay in London for 4 days (3 nights). I booked the apartment the Friday before the week of travel and was contacted to provide Passport info and credit card details prior to arrival.

Throughout my stay, I received what I perceived as automatic/form emails that were informing me of what was required for my check-in. However, check-in was not possible due to the nature of the serviced apartments .

The email address was 'manned' meaning that someone was responding to inquiries made via the company's email address. That being said, comments of 'Please take your time to look through the IN ROOM MANUAL there is lots of important information about your apartment and the local area. This will help you settle in and use your stay exactly how you would like' would be counted with no book to be found. Equally with 'The FREE Wi-Fi in your room is already switched on, the password on the back of the device, please enter this into your mobile devices and enjoy the flexibility.' and no wifi device to be found. I emailed the same email address which had responded to me previously to state that there was no wifi device but had no response. Emailed again and no response.
The email even stated 'Please ensure you secure your personal possession and valuables in the safe provided in the bedroom cupboard.' with no safe to be found in the cupboard.

View out of window is a giant construction site which starts work at 07:00.