StayInn Monument Street

Spacious and clean apartment but very disappointed that there is no WiFi available

We ignored the negative views and booked this property due to it having a balcony, fantastic views and the space we wanted. The checks following booking and the paying of deposit was annoying but we knew about it before we booked so can’t complain. The good Size of the property The size of the balcony Amazing view of the shard The bad Cleanliness Dust and spiders webs and dead flys Blood on the bath towel Someone’s toe nail in the en suite Bottle tops and other rubbish on the balcony Stains on the sofas, rugs The property clearly had not been cleaned before we arrived. When we used the hairdryer it blew up and smoke was coming out of it Issues happen and it’s how they are dealt with that make or break this. Unfortunately the property owners did not care. We were not given an apology or any attempt to provide cleaning or a replacement hairdryer. No acknowledgement of the issues or responsibility. Only holding to their strict cancellation policy.

Misleading information on booking information.

Lorries passing by wake you up at 5am

Well located hotel with superb amenities. Warm and welcoming staff.

Property is clean and well proportioned. However the customer service was appalling. They send you a very obscure and misleading email before your stay requiring id to be sent to them prior to arrival. I met other visitors staying at the property who had missed the email. The property has a strict no smoking policy but the apartment I stayed in had clearly had smokers in and smelled. I won’t be staying here again because of the customer service

Do not trust this company. I was refused access to the apartment despite having prepaid through **********. I was left stranded in a strange city and there customer service was none existent. I had contacted them earlier in the day to arrange check-in and was told I would be emailed which I wasn’t, also not informed there was an issue to allow me time to sort it. To add insult to injury I was refused a refund. ********** were useless too. Booked an alternative room in another hotel through a different website which did honour the booking. DO NOT TRUST THIS COMPANY

Appalling customer service. Will not take credit card for deposit only bank transfer then keep your money and refuse to communicate with you about getting it back. Apartment had a broken sink which meant you couldn’t fill the sink, couch had stains and all windows locked so you couldn’t let in air. Go anywhere else but here.

I booked an apartment for flexibility. Waste of time. This company is unnecessarily restrictive. You need to email your ID and that of your guests to them in advance. You can't have any visitors. You need to pay a security deposit before you arrive, if you have any visitors they take the deposit in full. My ID expired during lockdown, and haven't renewed as not travelling abroad. This meant I couldn't stay, but they still took my money.