Charles Hope Apartments レビュー 

Charles Hope Apartments からの回答

2026年8月3日

Thank you for your feedback. We’re really pleased to hear you enjoyed the great location, found the apartment well equipped, and that the communal areas felt pleasant during your stay.

I’m glad the booking process went smoothly overall, though I appreciate your comment that it felt a little complicated at first. We’re continually reviewing our communications to make the journey as clear and straightforward as possible for guests.

Thank you again for taking the time to share your experience — we hope to welcome you back.

Charles Hope Apartments からの回答

2026年8月3日

Thank you for your feedback. I’m really pleased to hear you found the flat clean, modern and well positioned, and that you would recommend it.

I’m sorry, however, for the confusion you experienced during the check‑in process. To clarify, we operate remotely from our properties, and for guest safety and security we require ID verification and a security deposit. These steps protect both guests and the homes, and they are stated on all booking channels before a reservation is made.

The second verification page is part of this security process, but it should have been clearer and easier to navigate. We appreciate that sharing personal documents can feel uncomfortable, and we’re reviewing how we communicate this requirement so guests know exactly what to expect before arrival.

I’m glad the apartment itself met your expectations, and we appreciate your recommendation. Thank you again for taking the time to share your experience — your feedback helps us improve the arrival process for future guests.

Charles Hope Apartments からの回答

2026年8月3日

Thank you for your fantastic feedback. We’re really pleased to hear the location worked perfectly for your Wembley concert visit and that you found the parking easy, secure and reasonably priced.

It’s great to know the check‑in process was simple and that you enjoyed the modern studio apartment with its lovely canal views. We’re delighted you found everything clean and comfortable — an ideal spot for your overnight stay.

We appreciate you taking the time to share your experience and hope to welcome you back again.

Charles Hope Apartments からの回答

2026年8月3日

Thank you for your wonderful feedback. We’re delighted to hear you really enjoyed your first stay with us and found the apartment clean and nice. It’s great to know you’d choose to stay again — we truly appreciate it.

We look forward to welcoming you back for another great visit.

Charles Hope Apartments からの回答

2026年8月3日

Thank you for your lovely feedback. We’re really pleased to hear you found the accommodation clean, comfortable and ideal for a short break, and that you would choose to stay with us again.

I’m sorry for the minor issues you experienced. We provide starter consumables to get guests set up for their stay, but I agree that two toilet rolls per bathroom would be more appropriate, and we’ll review this with the team. Thank you also for highlighting the missing kitchen roll and the bathroom light bulbs — these should have been checked before your arrival, and I’ve passed this on to housekeeping and maintenance to ensure better consistency.

We appreciate you taking the time to share your experience and look forward to welcoming you back.

Charles Hope Apartments からの回答

2026年7月29日

Thank you for sharing your feedback. I’m very sorry to hear how stressful the check‑in process felt for you — that’s not the experience we want any guest to have.

For clarity, we take ID verification and a security deposit for guest safety and security, which is a top priority for us. Because we operate remotely from our properties, these steps are essential to protect both guests and the homes. This requirement is clearly stated on all booking channels before a reservation is made, and the verification link is automatically sent to the email used at the time of booking.

I understand that not having access to your emails made the process far more difficult, and I’m sorry this resulted in so many WhatsApp messages and calls. That’s certainly not the smooth arrival we aim to provide. I’m glad your son was able to assist, but I appreciate how frustrating the situation must have felt.

I’m pleased you found the apartment beautiful, but I’m sorry the check‑in challenges overshadowed your stay. Your feedback is helpful, and we will review how we can better support guests who experience email access issues while still maintaining the safety and security standards that protect everyone.

Thank you again for taking the time to share your experience.

Charles Hope Apartments からの回答

2026年7月28日

Thank you for your review. I’m really pleased to hear you enjoyed the apartment, found it spacious and well positioned for your visit, and that you would happily stay with us again.

I’m sorry for the inconvenience around parking. Pre‑booking is required as spaces are limited, and I appreciate how frustrating it was to find none available on arrival. I’m glad the team were able to resolve the small error quickly and provide two nights of on‑site parking as compensation, and it’s great that the local parking tip from a resident helped during the rest of your stay.

Thank you again for taking the time to share your experience — we look forward to welcoming you back.

Charles Hope Apartments からの回答

2026年7月28日

Thank you for taking the time to share such detailed feedback. I’m really pleased to hear you found the apartment lovely, clean and comfortable, with everything you needed, and that our support team were able to resolve the door‑code issue quickly. It’s great to know the location worked well for your stay.

I’m very sorry, however, for the issues you experienced around the communal areas and some aspects of the apartment itself. The state of the car park bins and surrounding rubbish is unacceptable and not the first impression we want any guest to have. We’ve raised this with the building management team to ensure waste is managed properly and the area kept clear.

Inside the apartment, the shower head, bathroom fan and blind should all have been in full working order before your arrival. Thank you for highlighting these — they’ve now been logged for repair. I’m also sorry for the confusion caused by the incorrect WiFi instructions, building name, and door‑code information. We’re reviewing our communications to ensure all details are accurate and consistent.

Your feedback is extremely helpful, and we appreciate you taking the time to share it. We’re glad you enjoyed your stay overall, and we hope to welcome you back for a smoother experience next time.

Charles Hope Apartments からの回答

2026年7月28日

Thank you for your lovely feedback. We’re delighted to hear you enjoyed the apartment and found it had everything you needed for a comfortable stay. We really appreciate you taking the time to share your experience and hope to welcome you back again soon.

Charles Hope Apartments からの回答

2026年7月28日

Thank you for your wonderful feedback. We’re delighted to hear you enjoyed the apartment and found it spacious, clean and in a great location. It’s great to know you’d choose to stay with us again — we really appreciate it.

We look forward to welcoming you back.

Charles Hope Apartments からの回答

2026年7月27日

Thank you for taking the time to share your feedback.

I’m really pleased to hear the apartment was spotlessly clean, modern and well located for your visit to Edgbaston, and that the secure parking worked well for you.

I’m sorry, however, for the issues you experienced with the cracked glass, empty handwash, missing shower trap cover and lack of a tea towel. These are all straightforward items that should have been picked up before your arrival, and I appreciate you highlighting them. Reporting the glass at check‑in should have resulted in a replacement, so I’m following this up with the team to ensure this doesn’t happen again.

We’re reviewing our housekeeping checks to make sure essentials are consistently stocked and small maintenance items are addressed promptly.

Thank you again for staying with us, and for your constructive comments — they genuinely help us improve. We hope to welcome you back for a smoother experience next time.

Charles Hope Apartments からの回答

2026年7月27日 に更新

Thank you so much for your review. We’re delighted to hear you enjoyed the apartment, the service and the location. It’s great to know you had a positive stay and plan to return — we really appreciate it.

We look forward to welcoming you back next time.

Charles Hope Apartments からの回答

2026年7月27日

Thank you for sharing your feedback. I’m really pleased to hear you enjoyed the facilities, found the apartment comfortable and elegant, and that the location worked well for your visit to Birmingham.

I’m sorry to hear the room felt too light at night. We appreciate you highlighting the impact of the street lighting and the curtains not being fully light‑blocking. I’ve passed this on to our team so we can review the curtain quality and look at options to improve light control for future stays.

Thank you again for staying with us — we’re glad you had a good experience overall and hope to welcome you back.

Charles Hope Apartments からの回答

2026年7月27日

Thank you for your review. I’m really pleased to hear you enjoyed the apartment, found it very neat, and that the location worked well for your trip — being just 26 minutes to central London and an 8‑minute walk to the tube is a great benefit.

I’m sorry there was no tea towel or coffee provided during your stay. These should be in place as standard, so I’ll follow this up with the team to ensure this is consistently checked going forward.

We’re glad you had a positive experience overall and hope to welcome you back again soon.

Charles Hope Apartments からの回答

2026年7月27日

Thank you for your feedback. I’m glad to hear you enjoyed your stay, and I appreciate your suggestions. A vacuum cleaner and improved storage options are both helpful ideas, and I’ve passed these on to our team to review for future enhancements.

We’re always looking for ways to make the apartments even more comfortable, so thank you again for taking the time to share your thoughts. We hope to welcome you back soon.

Charles Hope Apartments からの回答

2026年7月27日

Thank you for taking the time to share your experience. I’m very sorry to hear how uncomfortable your stay was. A room temperature of around 30 degrees with no effective way to cool it is far from the standard we aim to provide, and I appreciate how difficult that must have been.

I’m also sorry that no additional fan was available. We are currently reviewing fan allocation across all apartments to ensure guests have a reliable way to manage heat during warmer periods.

I understand your concern about needing to keep the patio doors open and the impact of noise from Staines High Street. That combination clearly affected your ability to rest, and I’m sorry this disrupted your stay. I’ve shared your feedback with our team so we can look at ways to improve both cooling options and noise mitigation for future guests.

Thank you again for highlighting this — your comments help us identify where we need to improve. If you choose to stay with us again, we’d like the opportunity to provide a much better experience.

Charles Hope Apartments からの回答

2026年7月27日

Thank you for your feedback. I’m sorry to hear the apartment wasn’t cleaned during your stay and that you felt the consumables provided were insufficient.

To clarify, our housekeeping service is scheduled on the anniversary of your stay, rather than daily, which is why a clean didn’t take place during your visit. We also provide starter consumables designed to get guests set up for their stay, rather than full supplies for the entire duration.

That said, your experience should still have felt smooth and well supported, and I’m sorry it didn’t. I’ve shared your comments with the team to ensure we’re clearer in our communication and more consistent in our checks.

Thank you again for taking the time to let us know — your feedback helps us improve. We hope you’ll consider staying with us again so we can provide a better experience.

Charles Hope Apartments からの回答

2026年7月27日

Thank you so much for your lovely review. We’re delighted to hear you found the apartment very smart, perfectly clean and well equipped, and that the location and check‑in process made your stay easy and enjoyable.

We’re really pleased you had a great stay and hope to welcome you back again soon.

Charles Hope Apartments からの回答

2026年8月4日 に更新

Thank you for taking the time to share such detailed feedback. I’m very sorry for the condition of the property on your arrival — the issues you’ve described are far below the standard we expect to deliver.

The state of the car park, hallways and carpets is unacceptable, and I appreciate how this would have set a poor first impression. The problems inside the apartment — insecure keypad, loose door handles, broken blind, leaking shower hose and stained sofa — should never have been present for any guest. You were right to report the blind immediately, and I’m particularly sorry that despite being promised action, nothing was resolved during your stay. That is not the level of follow‑through we expect from our team.

I’m glad to hear the location and WiFi worked well for you, but I fully recognise that these positives don’t outweigh the issues you experienced.

Your feedback has been escalated so we can address both the maintenance concerns and the service failure around follow‑up. Thank you again for bringing this to our attention — it helps us identify where urgent improvement is needed.

We hope you might consider giving us another opportunity in the future to provide a far better experience.

EDIT - Your security deposit is a pre-authorisation and is returned on departure. You will not notice a credit back to your account as the money is never physically taken - it will just appear as if it never happened. I can see confirmation was sent to you this was completed on 22nd July.

Charles Hope Apartments からの回答

2026年7月27日

Thank you for taking the time to share your experience. I’m pleased to hear you found the apartment clean, well equipped and in a great location, but I’m very sorry for the stress and disruption you encountered during your stay.

The ID verification process should be completed before arrival, and I apologise that this wasn’t communicated clearly in advance. Having to upload documents outside the building, especially with poor signal, is not the experience we want for guests after a long journey. We’re reviewing our pre‑arrival communication to ensure this step is always completed smoothly and ahead of time.

I’m also very sorry for the unannounced fire alarm check. Entering an apartment without prior notification is unacceptable, and I fully understand how unsettling this was for the guest involved. This should never happen during a stay, and your feedback has been escalated so we can tighten our procedures and ensure all checks are carried out either before arrival or after departure.

Thank you again for highlighting these issues — your comments help us improve our processes and prevent similar experiences for future guests. I’m glad the apartment itself and the check‑out process met expectations, and I hope you might consider staying with us again so we can provide a much smoother visit.