Golden Square Soho — Local services in London

Valet Apartments 9 Golden Square… I used Valet Apartments Golden Square few times via Booking.com In the previous 2 years. I never had a problem, after a while I made a 30 days booking with them, 3 Feb-5 Mar 2021. All paid in advance. As soon as I arrived I noticed I had the worst studio in first floor, walls were dirty floors and surfaces covered in heavy dust, I couldn't close the window properly and late night communal heating was set to go off. I contacted the property office, booking.com and I was told they were fully booked and some rooms were in Maintenance. I asked about relocate me to other property but I was just ignored. On the 7th day of my stay, 2 guys came to my door, and one of said to be the building landlord and also the owner of the Valet Apartments and other guy was maitannance manager and his security too. Very rude they just said to me I need to pack and vacate the room immediately and their reason was: downstairs is a Korean restaurant, (closed down due to Lockdown)and the owners of it had a lot of complaints about too much noise coming from my tiny studio and also a leaking coming from my bathroom completely ruined their ceiling and was also about to collapse. I was shocked. And he started rushing me and saying he needed the room vacant in 30 min, and said booking.com would allocate me to another hotel. Note this all happened around 20:00. After being basically kicked out from there. I contacted booking.com and they said there was not much they could do about it, and when I asked about refund of the 21 days I didn't use, they also said I should contact the property direct. Outcome was I had to find and pay alternative accom all by myself and I got an email from them saying that they could not give me any refunds, as that would be used towards the damages caused to the other business downstairs. Such a scam! But while I was waiting for a cab with all my luggage, a girl approached me to ask me what happened, I told her about, and she said it happens quite often, it happens when one of his girls need a room there, and it's much profitable for him. That's exactly the way she told me. It's all pretty shocking! Avoid at any costs. There are better and decent apartments in Central London. Better Quality and even...

TERRIBLE COMPANY! AVOID!! I genuinely wish I could put less than one star.

Staying at London Collection (Golden Square) was unfortunately one of the worst travel experiences I've ever had in my life. The location was incredible so I was willing to justify the price. When I arrived, the flat was clearly left dirty. The floor was sticky, there was something in the toilet, there were loose hairs on the bed, and the window was left wide open. But worst of all, I ended up covered in BED BUG BITES and killed a BED BUG - in the bed - in the limited time I stayed there. There was a full-blown infestation occurring in that unit, which was my worst fear.

I'm a pretty easy-going traveler, and I know bed bugs aren't something every hotel/rental can control. However, London Collection did absolutely nothing to help me with this situation. I had to pay to buy new clothes and luggage, I had to abandon items, pay for new hotels last-minute (which are not cheap, especially in London), and pay to have my clothes laundered. The experience was so stressful and they didn't offer any resolutions or support. They claimed to do their own investigation and then never replied to my emails after that. All I wanted was a refund! They didn't offer to help me find a new hotel, pay to wash my clothes, nothing!

Oh, and I got temporarily trapped in their terrifying, coffin-sized elevator (not exaggerating) as I was leaving. That's when my stress went over the top and I experienced a full-blown panic attack.

They are refusing to give me a refund, and they've been exceptionally hard to reach by both myself and the company through which I booked them. It was an incredibly disappointing experience. Do yourself a favor and stay at a real hotel where they actually care about the people paying thousands of pounds to stay there.

Besides getting a refund, the only thing that would bring me any peace and comfort after this horrific experience is ensuring no one else has the misfortune of dealing with...

We stayed at the Golden Square for three night. We stored our luggage at their office which worked perfectly, however when we wanted to collect our luggage we needet to rang three times und waitet 15minuten till someone finally opened the door. By that time two other guests arrived and waited with us in front oft he office ...on the oxford street.

When we arrived at our apartment, we were positively surprised by the beautiful room. The negative comment written on here are not relatable in our opinion. The location is great and so ist he apartment!

But a huge no go is their customer service. The lock on our door wasn’t working, which the staff was aware of in beforehand. We called the Hotline, where no one answered, so I left a message. The called us back just a couple of minutes later and tried to play it town. They told us, that they will call us back, but they didn’t. I wasn’t taken serious. Six calls and 2h 30 mins later (of which of, only two oft hem they called) a man arrived at our appartment to exchange the lock. Due to that problem we lost 3h and they didn’t even apologize for it.

All in all the apartment is perfectly located and beautiful, but they really need to work on their customer service. If they improve their customer service dramatically, I would consider staying here again. (Maybe some bowls in the kitchen would be...