SACO Holborn - Lambs Conduit Street — Hotel in London

Treated like a criminal under suspicion on arrival, charged a £200 security deposit that was NOT charged to anyone In front of me in the queue. They made me feel like they were doing me a favour by letting me pay to stay at their apartment.

I go up to my apartment, the building looks like a cheap council estate, the door lock doesn't work so I can't even enter into the premises. I have to go back down and walk to the reception outside the building, reception sends someone to fix the door lock which was very distracting and annoying while I was trying to work on my laptop.

The apartment is also very underwhelming, I go downstairs to complain that I wanted a different apartment that was shown in the main images. I am told this apartment is not available and that I am staying in "the second best apartment". Shocking that the "second best" has a broken door lock.

With all these factors combined, horrible intimidating check-in, broken door lock, servicing apartment while I'm staying inside I decided to leave. You'd think checking out is the easy part but no, SACO manages to make the check-out process even worse than the check-in I am left outside a dark, locked reception office calling on the interface for 15 minutes with no response, this is at 7:10pm, reception is supposed to be staffed till 8pm. I then call a number provided by booking.com and the man on the phone is horribly condescending and refused to believe that there was no one in the reception. The man on the phone had no knowledge of the layout of the building and even hung up on me as I insisted that there was no one to check me out.

After a further 20-25 minutes waiting outside in the cold, a lady passing by the dark office in her jacket probably leaving work reluctantly comes to the door as I wave through the window. She then takes the keys through the letterbox puts it on the desk and leaves. 2 full days later and a guarantee that I would get the deposit back as soon as I check out. I have still not received my security deposit back, I have sent countless messages to SACO through booking.com, they have ignored every single one including a formal complaint.

I went through the most gruelling process of my life dealing with SACO, thankfully when I called booking.com it was a breath of fresh air to talk to someone who understands customer service and was reassuring and empathetic. I now have to wait for booking.com to reach out to SACO on my behalf to retrieve my security deposit and a full refund for the horrible 2 hours I spend there.

*UPDATE: I have received my security deposit back after chasing up, SACO refuses to respond to my complaints or to explain any of what happened on the day. They also refuse to respond to Booking.com which has been attempting to reach out to them on my behalf.

"Martin H. from Customer Service Dear Harith, we contacted SACO several times, they do not answer the phone and when we mail (done 3 times) they keep telling us that the complaint has been forwarded to the management. Since they remain unresponsive, we informed you that there will be no compensation. However, we did remind them again (4th mail) about your complaint. Whenever the management gets back to Booking.com, we will let you know. But given the lack of response so far, I cannot tell when or if they will reply. Our apologizes for the...

Unfortunately I had a very unsafe and uncomfortable experience during my stay from Nov 7-11. And I would advise international travelers to think twice before booking SACO by way of Priceline.

I booked this reservation through Priceline and arrived from my 7 hour flight from NY to being locked out of the apartment complex, and stranded on the street with all of my luggage at 10pm at night. The front desk area was closed for the night, and we received no email regarding how to get access into the building.

We were stuck on the street from 10pm to 11:30pm in the freezing cold in a country that we have been only dreaming of traveling to.

Thankfully a guest was walking in (God bless him) and offered to let us in the lobby and use their phone to access the Internet to chat with a representative from SACO who then gave us the information to finally check in. But the discomfort did not stop there.

Once we were in, we arrived to a broken couch. The pull out bed was stuck half way and would not go in or out and all of the pillows from the couch were scattered on the floor. After such a long flight and terrifying check in experience this almost felt like a joke. We called Priceline, they apologized and said they would notify the hotel to have it fixed, and would email us with the resolution.

During our entire stay, no one ever came to fix the couch (we had to have our meals on our beds), reached out about our safety concerns regarding check in, and there were no resolution emails sent.

I am very disappointed in my stay and would advise any travelers flying in from abroad to think twice before booking with SACO through Priceline because no one should have to go through this in a country they...

4 of us stayed in room 207 for one night to attend an event on the Thames and it was absolutely fantastic. We had a 2 bedroomed apartment with an extra bed in the living room which had already been made up for us, a double room with an en-suite and a twin room and a separate bathroom. Everywhere was spotless and the beds were extremely comfortable. Tea bags and coffee were provided in the kitchen area and the toiletries provided in the bathrooms were of high quality. ||The area is very vibrant with pubs and independent cafés dotted around. It was also very convenient to get to and we walked there from Euston Station. We were also able to walk to our venue on the Thames. ||The following morning when leaving the apartment we met with Jack to drop off the keys. He said we could leave our cases for the day while we went out and nothing was too much trouble for him, he was a lovely young man and is a credit to the Company. My friend who booked said she had previously liaised with Jack and Mario and had nothing but praise for them. ||I would definitely recommend this apartment if wanting to stay in this area of London. ||Lovely to meet you Jack from the 4...