Urban Stay Shard View Apartments

20 reports · 8 recent reports · 813 text reviews scanned

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1. 4 months ago
   • Refusing to give me my refund.

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   I didn't even get to stay in the property this property is definitely a scam. The company were aware that I didn't stay there still they I. Refusing to give me my refund. I wouldn't no I didn't get to stay because the company is a scum. The

2. 1 year ago
   • I could not even stay at the property was left outside for hours without no check in instructions.

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   Scam of a property They are jus focused on stealing your money, I could not even stay at the property was left outside for hours without no check in instructions. They had the audacity to say I refused to provide my Id & pay deposit when I even had proof that I did exactly what they asked of me. CROOKS

3. 1 year ago
   • We were unable to gain access to the room as a result.

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   Didnt get chance to get inside the room Urgent Complaint Regarding Booking Access Failure and Unprofessional Conduct Dear Hotel/Property Management Team I’m writing to formally raise a complaint regarding our booking on 6th August, which resulted in a deeply disappointing experience and unacceptable treatment from your staff. Despite following the instructions provided in the confirmation email, the payment system failed to accept the original card used for booking. We attempted multiple times and even tried a second card, both of which had sufficient funds and were declined by your system. We were unable to gain access to the room as a result. We did manage to enter the building as other guests were leaving, and they confirmed we were following the correct process. However, due to the late hour and lack of support options, we had no choice but to leave and return home. Shortly after, a team member contacted us and labeled us a “no-show.” When we explained the situation, she responded by saying, “you must have no money in your account” a statement that was not only false but deeply unprofessional and offensive. Both cards had sufficient funds, and I can confirm that the payment was later taken from my account. When I called the next day to request a refund and explain the fault, I was met with further rudeness and was hung up on. Subsequent attempts to reach your team have been ignored. This experience not only ruined our evening but caused significant inconvenience and distress. I am requesting: • A full refund for the failed booking • A formal apology for the unprofessional conduct • Confirmation that this issue will be investigated and resolved If I do not receive a satisfactory response within 24 hours, I will consider escalating this matter to relevant consumer protection bodies and leaving a more public review to warn others.

4. 1 year ago
   • This was a scam.

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   This was a scam. Avoid.

5. 2 years ago
   • If this is not completed before last check in time at 23.00 they will keep your money and you will not get access to the property.

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   Nothing, we were charged in full and did not get access to the property This company is a scam, please do not waste your time. There is a dodgy 3 stage check in service involving emailing photos of your passport and ID followed by a £350 deposit. If this is not completed before last check in time at 23.00 they will keep your money and you will not get access to the property.

6. 2 years ago
   • The fact it’s a scam and they try to get you to send money through bank transfer

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   Nothing they wouldn’t let us in because it’s a scam The fact it’s a scam and they try to get you to send money through bank transfer

7. 2 years ago
   • They hide in the small print that you have to pay a deposit via bank transfer.

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   Nothing They hide in the small print that you have to pay a deposit via bank transfer. Read online reviews, then they keep your deposit with some excuse. Scam. Avoid.

8. 3 years ago
   • This booking was incredibly stressful!

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   The apartment was a good size and was good value for money and clean. The location was OK, but was on a busy road, so was noisy. Well, where do I start! This booking was incredibly stressful! The apartment was clean and of a good size. I also did get an upgrade just before I arrived. However, I found out that the only reason I got upgraded was because someone staying in the studio apartment that I had originally booked had extended their stay and they didn’t want to have to move to another apartment. The apartment was clean, with basic amenities. It is situated on a busy road, so it is noisy. It was a hot day and was roasting in the apartment when I arrived, but the aircon is locked with an access code, so couldn’t put that on and you can’t open the windows as they were locked. God knows how you would get out if there was a fire!! The check-in process is probably my the most stressful booking I have ever been through and after talking to a very rude member of staff, I was almost left in tears! So, what wasn’t clear from when I made the booking is that a security deposit was required. At first they sent me a link to pay £250. This was a surprise to me and I queried it as I was only staying one night! They lowered it to £100, but baring in mind I stay in London a lot due to work, I’ve never had to pay a security deposit before, so still found this to be excessive! I asked to cancel as found another hotel I could stay in, but they refused to refund me. So I went to pay the £100 security deposit and it still tried charging my card £250! Luckily, I don’t keep money in a card account, so it declined. I tried emailing them about this, but where time was getting on and it was now the day of my booking, I ended up phoning them on my lunch break as I was really starting to worry as to whether or not I’d have somewhere to sleep that night!! Anyway, the guy on the other end of the phone was the most narcissistic and rude person I’ve come across! I tried explaining the situation and he kept talking over me and not taking any notice saying that he needed my booking reference.

9. 3 years ago
   • I was asked to pay a deposit prior to arriving, which was 3 times the amount of the booking.

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   I wasn’t able to stay at the property so I cannot comment on the actual place. However the booking process is absolutely awful. I was asked to pay a deposit prior to arriving, which was 3 times the amount of the booking. I was also asked to pay it by bank transfer (which I didn’t have the money). When I explained my situation, this was an overnight stay to take my 20 year old daughter to the hospital early in the morning, I was just told the same thing. The deposit has to be paid for them to release the information about getting into the property. I asked booking.com to help me with this booking, but they just said we will try and never got back to me. Also, all guests need to be over 25, which my daughter wasn’t but I hadn’t noticed this (or experienced anything like this booking process before) so with no deposit and my daughter being too young I wasn’t able to stay here and they refused to give me a refund. If booking this, be prepared for a very difficult booking in process!!