Southbank Apartments — Hotel in London

Be very aware of staying here. The actual apartment is quite nice and modern with a few issues e.g shower leakage, but the customer service is absolutely awful and they will say anything to get you to part with your money.

They called me at least twice prior to my stay, saying they had to move me from one room to another, and then another due to maintainance issues. Strange, but not an issue for me. They then called to tell me that although I had paid ALREADY paid for my stay on Hotel.com, they needed me to pay for the whole stay again directly to the hotel.

I thought this was extremely odd, but they assured me that they had already sorted the problem with Hotels.com (apparently they couldn't access my payment with them) and I would get a total refund from Hotels.com automatically on the same day. Of course, they were lying. As this has never happened to me before, I paid the hotel directly again the total of my stay, expecting a prompt refund from Hotels.com as promised.

I was then called again on the second day of my stay, and I explained that I had yet to recieve a refund. This was a different rep, and he explained to me that this was not sorted out with Hotels.com, and that I would actually need to liase with Hotels.com if I wanted any refund. So during the second morning of my stay, I spent an hour on the phone trying to explain the situation to the Hotels.com rep, who was bewildered at why they could not 'access my payment'. This rep then tried to contact the LCS staff, who did not respond. As a result, they had to escalate my case to the investigation team.

Before the stay, you are required to pay a ludicrous £500 deposit. Losing your key will set you back £100, late checkout will set you back £120, 'extra cleaning' whatever that means, will set you back £90. They stress that the £500 deposit is mandatory, however prior to the stay, the rep promised that I would recieve my deposit back on the day of checkout, after the cleaning staff check out the room. It's two days later now. No sign of a refund. I have contacted the apartment and have recieved radio silence. Strange now that they had probably called five times prior to my stay and now that they need to give the deposit back. You can't get a response. I am currently owed £770- the money paid to Hotels.com for my stay, as well as the deposit.

Such a shame, as I would have used this company again in the near future, as the apartment is decent and in a good location. However I have to recommend that you be aware when booking with this company. They should not be contacting you to ask for any additional money and if they do, that is a...

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