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Includes essentialsFree WiFi/internet and more
Location
Reviews
1 / 10
Extremely poor and disingenuous customer service
The property was clean (although lots of spiders despite us never opening the doors or windows) and near the hospital (although this did mean lots of noise from traffic and sirens in the street below, so I couldn't open the window of the front bedroom despite the room being boiling hot as it was a warm few nights).
I arrived on a Sunday evening after travelling for 6 hours. I followed their instructions to unlock the back door, but the only key in the lockbox didn't work. I tried using it both ways up multiple times, then also tried the other doors to the property. It took multiple messages/phone calls for over an hour until they sent the cleaner to try to help. She struggled herself, and after trying for a bit she finally managed to open it - you have to pull the door really hard towards yourself (imagine hard enough that you're scared the door will break - weird manoeuvre which no normal door requires), and simultaneously force the handle down whilst turning the key. I tried in front of her and I still couldn't do it, the force required was too much and the key was digging into my fingers. My friend arrived later and couldn’t open it either. The cleaner had said that her key worked much better and was surprised at how difficult it was to use ours.
When I finally got in the house, I realised that the front door had its own key which had been left in the lock on the inside, and this actually works, so I have no idea why they can’t just have the key safe at the front and ask guests to use that one. During our stay, we used that, as the back door was still impossible to open. They then had the audacity to try to deduct my deposit for calling the cleaner out, instead of apologising for ruining my evening as I’d waited for over an hour in the cold. They lied to booking.com, stating that there was nothing wrong with the back door and “the same guest is now entering and leaving the property using the very same key with no issues at all” – although they know this is incorrect, and I filmed myself trying to attempt the door to demonstrate how impossible it is.
Also, the shower is either freezing or boiling, the curtains/blinds are useless and the front bedroom is very bright from 5am, and the beds aren't very comfortable (especially the single bed).
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