Charles Hope Apartments レビュー 

To Charles Hope service manager. : strongly suggest you take this issue off-line from trustpilot first and contact me directly. Here is a direct quote from your agent TravelBen who have been pursuing me for details of the debacle at your Plymouth property.
“”We have verified the situation with the hotel on multiple occasions, and have also submitted all call records and relevant supporting evidence you provided to the hotel, before escalating your refund application.
However, the hotel replied as follows:
Our staff has assisted the guest to enter the apartment. Please note that as the guest had successfully accessed the building and the unit, we are unable to approve the refund request.
We sincerely apologize that we are unable to satisfy your refund claim for the time being.””
1. As we actually managed to get into the property eventually we were not DEMANDING a full refund.
2. If you can be bothered to read the extensive notes and evidence we eventually sent you will realise that the two locks facing the car park for the ground floor were broken or incapacitated . One with no power and the other as you can see from pictures only had half the numbers on. The basis of your argument is that having got your customer to ring South Africa to get an emergency code to get the front door open once, then your responsibility is taken as finished! Surely it must’ve occurred to you that we would want to go in and out of the front door more than once. 20 fruitless calls later to the London? South Africa number, we were desperate to get into our suitcases and belongings. However sophisticated your customer service system may be it falls flat on its face if in an emergency you or we cannot raise a local Charles Hope contact to fix a small but critical local problem. We ONLY spend a night in your hotel because of our relentless ringing of the front door access pad to the other apartments until somebody eventually came down the stairs to find out who was ringing the bell. They let us in, and we gained apartment access, late for a function we had traveled 130 miles for. Frankly, I’m surprised they didn’t ring the police first. If your South African contact actually stated that she let us in once and that was good enough then that is a ridiculous basis for your decision that all was well. Perhaps you now better understand the situation we were in on the night of the 10th of April.

Gina and some staff members(not all) Oversell did not give good customer service. I had to defend myself and some cases tell them to chill or calm down because of the way would decide to speak to me. Only after my mum spent money the third time(over £3,000 or £4,000) they more calmer now in the way they were acting.

The apartment was clean, the kitchen working appliances. Also had dishes and cups and flat ware.
It had plenty of towels.
The only drawback was that in your shower and tub there was no grab bars and no non skid surfaces on the bottom.
I'm near 77 years old, I had to buy a non skid mat.

Communication on the check-in process is not very clear. Very thankful the MODA staff were there to help us when we arrived after a 15 hr international flight, jet lagged n very tired. Thank you Yvonne from MODA. The apartment was supposed to be cleaned every 7 days and the towels and sundry replenished. It was cleaned the first 7th day of our stay but no replenishments on toilet paper or towels. . On the 14th day, when an additional 7 days passed, the apt was not cleaned nor towels changed again. We had to sleep on uncleaned bedsheets n we washed the towels ourselves so we at least had cleaned towels to use.

It was pretty easy to get our key from the key safe and the staff in the block were really helpful showing us how to use the lifts.

The room was beautiful with incredible views on the 27th floor. There was everything you could have needed in there and we cooked several meals whilst visiting.

We needed to contact Charles Hope about a fire alarm beeping and they were very helpful. They managed to rectify the issue over the phone but we’re going to send someone to our room to help.

I also used the gym while there and it was spacious and well kitted out just like the rooms were.

We will definitely need visiting again the same time next years.

Great apartment, location and cost.
Experience only slightly let down on the confusing information as to where to find the key store and apartment key on arrival in the building, but soon sorted by asking at reception, and not enough of an inconvenience to drop a star on the rating. Recommendation is that the instructions are improved.

Stayed with them in Battersea fantastic building and experience

1. The door codes were not sent on the final email. This needed an international call to rectify.
2. On arrival, external doors open-security?. Pin worked to access apartment.
3. Following a shopping trip, both external doors shut. Pin pad on one dead. Pin pad on other missing half the numbers. Failed. Picture available. Faulty or battery issue.
4. Rang emergency (London) number. Again, operator in South Africa. She sent a code to open door. Assured us she was on duty all night if any issues.
5. Door blew shut when I went to the car.
6.Despite multiple call to above, number unobtainable. Now in panic mode. Need to get to room to change for an evening function in 15 minutes.
7. In desperation walked around the streets to the front of the building. Pin pad failed there, so kept ringing all the apartments. One finally answered, and agreed to walk downstairs and open the external door.
8. Cold, wet and tired, got to my function late.
9. Summary- apartment good, utterly spoiled by ridiculous reliance on international “service” by both Traveben and Charles Hope Apts, with NO access to Local person to Fix a local emergency physical problem. Very stressful evening expecting a refund.

The entrance key lock to the building was almost impossible to use. Continuously blocks. Too hard to push even with 3 huge men who were travelling with me. Needed to use the shoulder of the tallest person who is 6ft 6 to open it up. The handle also caused danger of trapping hand and fingers. Must be fixed.

Light bulbs in hallway inside apartment 5 were flashing as they are about to fail. Very distracting.

Shower-screen in en-suite is impossible to fully open as it is too big. Only one of us was petite enough to squeeze in. The wires are hanging out of the wall behind the en-suite towel rail. The skirting board had fallen off the wall.

There was a metal stud sticking out of the electrical wall socket in the larger bedroom. Dangerous. Must be fixed.

We booked for 4. There were enough bathroom towels. However only 3 chairs at the table. Could not sit down for a meal together.

It was great experience, definitely will be my always stay in london

Cleanliness, setting of the apartment with canal views. Check in needs to be improved we did this beforehand and there was still an issue on arrival as car parking was not showing on the booking. We thought it was resolved with a call to agents off site but reception called our room 2 hours later saying we needed to register our car or be fined giving us a 30 minute deadline. Luckily we were still on site!

Had trouble finding the place. Once we found it we had put in the right code but had trouble opening the door. Part of the doorknob kept falling off as we were to turning it to get the door open. After multiple tries we just went to the nearest hotel and stayed there instead.

Apartment was spacious and warm with balcony, new - April 26. Very clean, apart from pan overlooked in cupboard with food burnt on it presumably from previous occupants and unemptied dishwasher! Access to anywhere is by electronic door fob, some doors worked intermittently, others the time allowed to open the door was minimal meaning repeated attempts to open them - this became an irritant despite being there only 3 days. Estate currently unfinished meaning 1 day we couldn't get car out of garage due to tarmacing and not enough notice of this from the company to make other arrangements. Limited kitchen equipment. Beds, bedding, towels all lovely. Will be a great place to stay once 'newness' hiccups are ironed out. For us it was not walkable to town so note distance if not taking a car, many residents did cycle in. Reception staff were as helpful as they could be considering they are not responsible for the apartment letting.

This review relates to the online check in process. I’ve done it twice now as they changed it. Ridiculously complicated for an apartment booking. Drop down menus make yo search for ‘British’ and ‘UK’ - where do they get most of their clients from? Only easy thing is paying!

Es ist eine moderne, saubere Unterkunft. Leider nicht so leicht zu finden, da das Viertel noch im Aufbau ist, heißt es sind einige Baustellen in der Nähe. Hilfreich wäre die Info gewesen, dass es Café im Gamer room gibt.

The apartment was lovely, modern and clean, and the price reasonable and we would consider staying there again. The location is good if you are happy to get a bus into Cambridge.
The negatives are that we were not sent arrival information despite completing pre check in online several days before arrival. I had to chase this up the night before we arrived and then received several further requests to complete pre check in. There was nothing in the booking information to say we needed to prebook and pay for parking so this had to be done at the last minute.
Signage within the apartments is awful and we could not find our way out of the car park to our apartment. We had to get assistance from the concierge and walk a long way round.
On the day of departure we were unable to exit the car park as the road outside was being dug up. No one thought to inform us, or the residents, of this and as a result our departure was delayed by over an hour. This could have been several hours if we hadn’t insisted that the management company liaise with the contractors to allow us out. I realise this was out of the control of Charles Hope Apartments.

The skyline view from the apartment was wonderful. Layout of the apartment was great.

Stove was locked with no instructions. Front desk concierge could not help. Happened to come across building maintenance man who identified himself and came up and showed us.

Insufficient number of towels. We had a three bedroom - two couples and one single. My husband and I shared 1 bath towel, as did the other couple, for 9 days. Made a request for more and never got a response.
One key fob for two couples and a single was ridiculous. I made a request for a second one and never received it.

The appartment was very clean,comfortable, with nice view. The building is managed and has some nice services like fitness room, co working place etc.
The location is not very close to the city center but was convenient to our purposes.
The team was responsive and very helpful
The appartment can use some small touch ups to make it more cosi, like a carpet in the living room, paintings on the walls and lounge chairs for the balcony(a bit like in the publications over the internet)
All in all a very good experience

The stay was great, access to the apartment and location for the purpose of my visit was ideal. Loads of amenities locally and within the building. Only issue was l wasn’t able to book pre-parking as l had no link, or indication on your website or email confirmation on how to do this. When l called customer service they advised it was fully booked and too late to sort. This meant that l paid triple the cost for overnight parking which wasn’t ideal.