Charming House short Walk to Richmond Station

Pleasant location stay, instructions for access were poor, req.s for approval were onerous. Positive: Location was phenomenal. Negative: Access instructions were not intuitive. Requirements for approval were onerous, and way too much sensitive personal information required to be shared. The fact that property was on three floors was also not disclosed. Req.s for approval would cause me not to go back.

Don't Stay HERE Positive: The location was excellent. The property was easy to find. Negative: Prior to our stay, we corresponded with the team regarding several matters: A late check‑out, for which we were informed a fee of £40 would apply, limited to 12pm Use of the sofa bed for a third adult, which was clearly advertised as an available sleeping arrangement Additional bedding for the sofa bed, for which I was advised there would be a charge of £15, which I paid immediately A request for check‑in at 3pm, to which I received no response While the suggestion to use Stasher.com for luggage storage was helpful and appreciated, the lack of response regarding check‑in was disappointing. We entered the property at which point the situation became unacceptable. The apartment was musty, damp, and had an unpleasant odour. The carpets were visibly dirty and unhygienic. The overall condition of the property fell significantly below what would reasonably be expected for paid accommodation and was neither clean nor fit for habitation, let alone suitable for a relaxing short stay. There was damp on the walls. The sofa bed could not be used by an adult as it was so small. We ordered additional bedding and this was not left out. We were told it was in a cupboard. There was a duvet with no cover, no pillow and no sheets. When we called we were told the bedding was in bags in the cupboard. The plastic bags looked like they were filled with dirty sheets. There was no way they could be used. We could not stay in the property. When we called to try and resolve the situation it was clear there was no resolution to be had. We then contacted via email to ask for a refund particularly for bedding that we paid extra for. This was ignored. A very disappointing experience and costly as we had to pay for a hotel.

Close to Richmond riverside Positive: Location was very good. Easy access to buses, tube and train station, close to shops and Richmond riverside Negative: The customer service from the hosts was appalling. I had a few issues with the property that I contacted them about with photographic evidence and at every turn they attempted to blame me or deny responsibility. (Eg. when I pointed out their mistake in the description of the the property as having a downstairs WC, they changed the specs on the site before calling me back and told me I’d been mistaken. Luckily I had a time-stamped screenshot. Also missing pillowcase and dead, smelly flowers in the living room among other things).

Beware, you'll be very disappointed! Positive: It looked great online when we booked it. The photos looked great, the location broadly looked great, but there weren't any good reviews, and this should have been the giveaway, because...our actual stay was abysmal! Negative: 1) The photos and description looked and sounded great but in real life the property was very worn out and dirty, the size was far smaller than the listed size of 9214 sq/ft, and the specific location is extremely noisy with the very busy road beneath and constant noise of aeroplanes flying above as it's directly beneath a Heathrow flightpath. The property was inaccurately listed as 'Soundproof' when we booked it. 2) The rear staircase area is extremely dangerous as it's missing the barrier/banister/railing at the top. Our little toddler fell from there! Somehow luckily he wasn't seriously injured. This missing barrier/banister means the property is unlikely to be compliant with building regulations/safety requirements. 3) The bathtub drain was blocked. So water in the bathtub was just pooling. 4) Dishware in the kitchen was dirty, it had old food stuck on it. Beware... Avoid this place!

Not charming! The photos on the website were greatly enhanced by lighting Positive: It was clean Negative: The Internet did not go on most of the time and then kept turning off. The stairs coming down from 2nd floor were steep and no handrail. The stairs were too steep and narrow to take luggage upstairs to bedroom so had to keep luggage in the living room. There was no place to put toiletries in bathroom. The charming house opened to a living room, the kitchen was in the underground floor thus no windows, and the front door opened right onto the narrow sidewalk and street. There were no directions about how to use tv or washing machine machine, etc.