Cove St Martin’s

Great location for our weekend stay, poor communication. Had a call on the way to take deposit for the room and confirm where to pick the keys up from. Had replied to the email days before. On arrival to the room was impressed with the size of the apartment, very clean and fully equipped kitchen. 2 fans provided didn't do much to reduce the heat in the room would have loved to be able to open the window. Photos on the website also showed a balcony. (Must be another apartment) No WiFi available. Bedroom door if closed gets jammed, gets caught on the floor trim. Shower thermostat is loose and had to play around to get any heat through. Tried calling multiple times and left messages and no reply.

The lack of information and poor support means if anything goes wrong, you are on your own trying to figure things out in London. I almost just gave up, went to a proper hotel and demanded my money back. Instead I stood in the rain for an hour while my phone died trying to check in. You arrive at the address. And there is no information just a locked door. you try reception. No answer. I then checked my confirmation email. No details, just the address. So I went online - with 30% battery, poor signal in the drizzle. The FAQ says 'we send an email with entry details 72 hours before...' So I check my emails again. Nope, nothing. So now what? That's all it says. After a few minutes with the chat bot - signal dropping in and out - a human comes on and asks the same questions. She then gives me a door code. For a door with no code box. And says there is a lock box inside. I've already been inside when someone walked out - no there is not. She says she'll call the property manager. Clearly has no joy. Just asks whether I am at the door or the lock box. I point out there isn't one. At which point someone else arrives who is returning having spent an hour trying to get. She's beyond angry as well. But she has the detail that you have to go to a different address to get the key - so if you didn't get that email (and they don't tell you to expect it) you'd have no idea where to go. There is no sign to inform you or tell you who to call. My signal finally drops the online chat which wasn't moving us forward anyway (clearly if she didn't know that you can't get your keys at this apartment block). I photograph her email and go get my key - a 10 minutes return walk in the pouring rain. So now I am soaked, running an hour late and out close to 300 quid for the privilege. The location and apartments are nice but you aren't paying for the service !!! If another guest hadn't turned up, I'd have had to just go walk around until I found somewhere to stay as my phone was dead. If I'd been doing this with a husband, kids and luggage....perish the thought.