Our stay was unfortunately below expectations.
The listing location was unclear — “Nine Elms” is a street name, not a full address — which made it difficult for our driver to find the property. Communication could have been much better; phone calls went unanswered, and we were eventually told to message via WhatsApp. We waited over an hour before someone arrived with the key and showed us to the flat.
Only one key was provided for three adults, which made coordinating plans inconvenient. Upon arrival, we noticed a strong smell of cigarette smoke despite the listing stating it was a non-smoking apartment. The flat was not clean — there were crumbs on the counters and dusty floors, so we had to tidy up ourselves.
Towels were stained and had to be rewashed before use; replacements arrived the next day. Basic items such as hand towels, shampoo, and kitchen towels were not provided. The floors and bathtub were very slippery, and there were no mats for safety.
The TVs in the rooms did not work, and our requests for assistance were not addressed.
Overall, the flat did not match the standards or description in the listing and needs significant improvement in cleanliness, communication, and amenities.
