Description of how a new client could locate the property

The size and facilities, enjoyed the balcony’s.

Unforeseen delays are of course unavoidable, however I called on numerous occasion to ask that the information be sent, after questioning why it had not been already. This was still not enough for someone to action it. For this reason the delay was foreseeable and avoidable, however no urgency was placed on resolving this, which led to me not receiving my instructions in a timley manner, which is poor service. Additionally there was no router plugged in at the property, it was not just that it was not showing as available to connect to. Therefore it must have been moved or removed by the previous tenant. As this is listed as one of the features of the property, it should have been plugged in and working at the time of my arrival . I did call in about this, as explained in the previous email and I was told to try logging on to one of the other flats Wi-Fi, which did not work. I was told that someone would contact me in the next 5 minutes to explain how to get back online. No one called me for over an hour and by this time I had left the property For this reason, on my return I spent my evening in silence, as the television uses an internal Firestick. Which needs internet to work , however there was none to connect to. Again avoidable if a proper inventory had been done after the exit of the previous guest. After departure the deposit was not released either until after chasing the office multiple times to do this

Very noisy people in next flat

Self contained apartment with excellent facilities and extremely well decorated. Enjoyed the top floor booking and woud return for longer stays.

Due to the late booking on the day, it was difficult to get through the many emails re ID, understand the access and that an app would be required. Location and entrance of apartment is difficult to find. Shorter and more concise instructions should be considered.

It was clean and situated in a good location!

This flat was huge! Very big living room and everything was comfortable. Lots of tea and coffee provided with a good selection. Electronic key card was easy to use

Was all good!

everything was wonderful

For being in central staines you would not know. The apt is cosy, exceptionally clean and easy to access with app for the key. Well equipped kitchen with everything you need to prepare supper and breakfast.

All was great and nothing that I did not like. I would have appreciated and oven glove if that counts?!

The lies by the Company - they make claims that are not true on Booking.com: they claim to be able to pay at the property but they sent dozens of emails chasing money and dozens more to instruct on how to get keys. They offer a service online to store bags as the check out is early at 11am, but it is not true when I asked for the paid-for service they said that they don't have the facilities. You are forced to download an unwanted app to get the electronic key... god help you if you arrive in the country and do not have wifi, it just does not work so you are effectively locked out. The front door of the place was so stiff that even when it was unlocked it needed to be forced open with a shoulder. It was the worst booking in procedure I have ever had to face. Property itself was clean and tidy with good facilities, comfy beds etc. and it is decent value overall, just the blasted booking and getting into the place that is a pain along with the excessive emails and messages - not a face in the whole process though, so if you don't like people then this will be good for you!

Everything....just loved it. Can't wait to return

Top floor and lots of shopping bags not ideal. And also there is no light on the first set of steps outside

nice location, right in the center and nice and clean apartment

the Klevio system is very unfriendly! if you are with 2 persons, one can only enter with the other as only one can have the app and the codes! door handle from the bedroom was broken and door doesn’t stay open ! after they temporarily fixed it it was still broken.shame because the rest of the apartment was great!

clean apartment in convenient area. lovely staff.

difficult check in process

modern big and comfortable

It was a good size living room in the kitchen was spacious to cook and good heating a warm stay!

There was no dishwasher… nor enough bowls.. no basic essentials.. oven trays? no scissors..? no spatula..and so many texts and emails about checking in and checking out

The homey feel about the property

The noise people made on the high street

The key code was a bit of a nightmare at first but managed to sort it in the end