Not applicable

We arrived at riverside penthouse to find it completely dirty, not cleaned, water leaking, unbearable heat from a faulty boiler or radiator. We had two screaming children brought in from the pouring rain and could not stay in this place. It had a terrible smell of damp. We tried to call owner (a lovely neighbour had given us his number) and Booking.com without success. Eventually we contacted the management agents who have said we should be refunded in full from Booking.com. Downstairs from riverside penthouse was the Matlock Suite - only two bedrooms - we needed three) but we were able to stay - we checked with management agents that it wasn’t booked out to other people. They said it would be okay for us to stay. It had been cleaned at least. My husband and I (both in our 70s) slept on the sofa bed which was not very comfortable to say the least and two nights I was awake the whole night trying to get comfortable. Another point was there was a nice balcony but no way of accessing it as there were no keys to the doors to the balcony. On the penultimate day of stay, water came leaking under washing machine, which had not been used the whole time and then the electricity had gone off. We located fuse board and righted the problem. There was a dreadful noise of gushing water coming from the washing machine even though the machine was off and door open. I managed to get hold of management agents to tell them that water was leaking but we could not tell from where. They said they would send someone round to look at it. We were more than happy to leave this place. Dreadful smell of damp in the penthouse and on entry in the hallway of the building. The only positive point about these two suites was the location.