Urban Stay Shard View Apartments

19 segnalazioni · 8 segnalazioni recenti · 794 recensioni testuali analizzate

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1. 2 mesi fa
   • They took my booking for £100 and then required full security info to be submitted plus a £350 security deposit.

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   They took my booking for £100 and then required full security info to be submitted plus a £350 security deposit. They then couldnt share the code to the property and my money was tied up for 7-10 days with booking.com despite me never staying there. Absolutely terrible service

2. 6 mesi fa
   • 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

3. 6 mesi fa
   • It asked me for a damage deposit of £350 which I paid no problem. I then rang them back to say it had been completed. I was then met with the money didn’t go through and I need to send it again.

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   Nothing. I got to the property and the service was awful. I called them to let them know I had arrived. They explained I needed to fill out a form which I gladly did. It asked me for a damage deposit of £350 which I paid no problem. I then rang them back to say it had been completed. I was then met with the money didn’t go through and I need to send it again. This seemed very weird as the money had been taken from my account. After arguing with the guy in the phone for nearly 1 hour. They then turned around to say a room won’t be ready for an hour. I was happy to wait for the room as I came to London for 1 night so I needed somewhere to stay and they refused and said I had to go somewhere else after messing me around for so long. The whole service was terrible, customer service was terrible, the care from the staff was terrible and how they treated me was awful. I would not recommend anyone to go through this as the inconvenience of the whole thing put me off every returning to this place The customer service. The way they process you on arrival. No communication between house keeping and reception to work out if there are rooms available

4. 1 anno fa
   • Mis sold a room for 2 adults and a 6 year old which has a cot. Demanded payment to accommodate the 6 year old (disclosed in booking process). Refused refund, absolute scam artists.

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   Never stayed but forced to pay… Mis sold a room for 2 adults and a 6 year old which has a cot. Demanded payment to accommodate the 6 year old (disclosed in booking process). Refused refund, absolute scam artists. Booked blocked the rooms after we raised a complaint showing they know it was mis sold but refuse to help. An expensive disappointment all round.

5. 1 anno fa
   • 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

6. 1 anno fa
   • An initial £100 “security deposit”- actually charged upfront (not just a hold, which is standard in hospitality).

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   I booked a last-minute one night stay in London, thinking I’d found a decent deal at £140 for the night. What I walked into instead was a stressful, manipulative, and downright shady experience that ballooned into a £490 nightmare, with zero accountability from the company involved. Let’s break it down: - £140 booking cost- fair enough. - An initial £100 “security deposit”- actually charged upfront (not just a hold, which is standard in hospitality). I've worked in the industry for years, and I’ve never seen this handled so poorly or opaquely. -After filling out their clunky portal and being told all “welcome checks” were completed, we arrived at 3PM, our pre-arranged check-in time. But now, magically, the portal had changed, suddenly claiming we hadn’t completed the necessary steps. No explanation, no clarity. -We then had to stand outside the accommodation for 30 minutes while attempting to deal with their shoddy attempt at a customer help line. -Upon calling their so-called “customer service”, we were hit with a last-minute demand for an additional £250 “security deposit” in order to access the property, with zero acknowledgment of the £100 already taken. -The representative was completely dismissive, unhelpful, and frankly disrespectful. When we asked for clarification or assistance regarding why we were now paying even more money out of pocket, they simply didn’t care and regurgitated the same statement asking for more money. -Then, the icing on the cake: they hung up on us and subsequently ignored all further calls coming from my partners phone, leaving us completely stranded and incredibly distressed. We were then faced with the decision to either pay the extra £250 at risk of being scammed OR lose the £240 we had already paid the company for the room. Let’s be crystal clear: this is not a deposit policy- this is a trap. What started as a £140 stay instantly became a £490 expense for ONE NIGHT.

7. 1 anno fa
   • Completed the on line booking where it asked for £100 deposit. When at the entrance i did not have the pin to enter the building, excel asked for a further £350 for the deposit. They refused to let me in till I transferred that amount.

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   Location was good WORST CHECK I HAVE EXPERIENCED!!!! Completed the on line booking where it asked for £100 deposit. When at the entrance i did not have the pin to enter the building, excel asked for a further £350 for the deposit. They refused to let me in till I transferred that amount. While speaking to customer service the man was rude and hung up on me twice while saying your not getting in till you send the money. All this stress and delays made me late for an event making my time in london very disappointing.

8. 1 anno fa
   • We were unable to gain access to the room as a result.
   • 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.

9. 1 anno fa
   • This was a scam.

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   This was a scam. Avoid.

10. 2 anni fa
    • They did not send the access information and left me stranded late at night with no accommodation.

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    Appalling customer service They took my money it was a late booking and even though I had provided all the requested documentation within the time. I realize now that the staff main purpose is to finish in the sit and leave the building with no consideration for customers. I had also contacted them by phone which was not picked up but left to ring for 15 minutes (10:45 pm) They did not send the access information and left me stranded late at night with no accommodation.

11. 2 anni fa
    • 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.

12. 2 anni fa
    • Booking process was awful, and they insisted I BACS them £350 to their bank account as damage deposit.

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    Location was perfect, right in the city. Booking process was awful, and they insisted I BACS them £350 to their bank account as damage deposit. Who has that much cash on hand to pay before getting access to the property? I paid £150 with non-refundable cancellation for the property, and £350 "deposit", for a total of 16 hours access, as they took hours to respond and grant me access after each step of their convoluted process. I couldn't enjoy the property or use any facilities for fear of my deposit not being returned. I barely even wanted to risk sleeping in the bed. Their reasons for deducting deposit include dirty towels and leaving even 1 minute after the 10am deadline. It's a lot of money, and I was convinced this was a scam. The entire process seemed extremely dodgy and unsafe. I would never book with these people again. Please avoid these people like the plague. I had to take photos of every mark and scratch in the apartment when i first walked in for fear of being blamed and losing my massive deposit. Shame on Bookingg.com for marketing them at all. I had a truly terrible experience.

13. 2 anni fa
    • took my money and no one was there to check me in.

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    took my money and no one was there to check me in. Avoid like the plague they will rip you off. took my money and no one was there to check me in. Avoid like the plague they will rip you off.

14. 2 anni fa
    • They took my money at 22.55 and then told me 5 minutes later that I was too late to check in.

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    They took my money at 22.55 and then told me 5 minutes later that I was too late to check in. Scammers

15. 2 anni fa
    • 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

16. 2 anni fa
    • my phone cards were stolen
    • I clearly informed with proofs that booking was made fraudulently they happily took my 99.45£ money and sent links to upload ids and asking me to pay for damaged deposits with out any services I used

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    These people are scammers on 1st mid night my phone cards were stolen I have noticed the booking and informed them to please cancel the booking and refund money they are very rude and they are saying we don’t refund , I clearly informed with proofs that booking was made fraudulently they happily took my 99.45£ money and sent links to upload ids and asking me to pay for damaged deposits with out any services I used a big scammers they don’t even understand anything These people are scammers on 1st mid night my phone cards were stolen I have noticed the booking and informed them to please cancel the booking and refund money they are very rude and they are saying we don’t refund , I clearly informed with proofs that booking was made fraudulently they happily took my 99.45£ money and sent links to upload ids and asking me to pay for damaged deposits with out any services I used a big scammers they don’t even understand anything

17. 2 anni fa
    • 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.