Umbrella Properties London Excel

If I could, I would give this stay 0 out of 5 stars. What a whirlwind kind of stay… We arrived and got the keys to the loft room (room 4) just below the roof - this was not the room we booked but got told this would be our room. After realizing this and letting the property management know after this, they told us there was a mix up with other guests - so they put us into the cheapest room after we payed one of the most expensive rooms they had. We requested to change to our actual room ASAP which also worked out the next stay after having to spend a night in the loft which was super cold although the heater was on. However, neither of the rooms were clean. The first room had tons of hair on the beddings, the towels smelt used, and a lot of dust was beneath the bed as well as on the floor. When getting into our new room, that was the first thing we checked: the towels and beddings also did not smell fresh though. Additionally, room 1 had tons of ants running around the room and we heard noises at night thinking there might be a mouse in the room. Unfortunately, we were told that they have high standards and provide their guests with clean rooms. One day we saw the cleaning lady in the house - she was there for roughly 30 minutes in a three story house. The shared bathrooms unfortunately did not get mopped once in the four days we stayed there so that there started to be stains by the toilet and the trash can would not close anymore as it was completely full. This was one of the worst experiences we had as it was not only super dirty but also very noisy and we could hear every step of the other people staying at the property. The rooms were stuffy, the beds were super uncomfortable as the bedsprings poke your back, and the beddings are all stained. Thanks but never again!!

Cosey room, massive TV with sky and lovely cleanly bathroom!