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Simon checked us in and they were amazing and so welcoming! They were also there when we checked out and were kind enough to ask us if we enjoyed the show which we'd come up for. The rooms were spacious, clean and nicely decorated. The shower in the bathroom was great too. With a 20 min walk to the train station and the castle, we'd gladly stay here again next time we come to edinburgh.

I stayed at Locke at Broken Wharf in June 2026 and am leaving this review after a formal complaint was ignored.

The issues during our stay were as follows. The room was described as having a possibly frosted window; we were given a room with a window facing an internal wall — no natural light, no ventilation, not openable. The in-room climate control panel gives every impression of being functional, but AC is in fact controlled centrally by reception — something not disclosed at check-in or indicated in the room. The system resets periodically overnight, waking us from the heat on more than one occasion; each time we had to physically go to reception, as there is no in-room phone. The kitchenette microwave appeared to run but produced no heat; reporting this was met with scepticism and a suggestion I watch an instructional video, despite having already consulted the manufacturer’s manual. An extra duvet request resulted in a mismatched single duvet in a double cover being delivered.

When I raised my dissatisfaction at the end of the stay, I was not given the opportunity to speak with anyone about it — I was handed an email address and told to write in. I did so, with a full account of the above. I have received no response. It has been almost a month.

What concerns me is not just that things went wrong, but that several issues stemmed from inaccurate or misleading information, that staff responses throughout were reluctant, and that the hotel’s own complaints process has produced complete silence.

I’d encourage prospective guests to ask specific questions before booking about room aspect, ventilation, and how temperature is actually controlled — the in-room controls are not what they appear.

Tried to pay for the room through Booking.com, but transaction did not complete due to an error. Selected the payment transaction again, and both were processed, creating duplicate bookings. I informed Turing Locke, who said they were unable to reverse the duplicated transaction, and to contact Booking.com. Contacted Booking.com who said they had to request the transaction reversal from Turing Locke. Neither Turing Locke nor Booking.com are taking responsibility, thus I have paid twice for one room, doubling my costs. The credit card provider also make it difficult to raise this chargeback issue without confirmation of the issue from Booking.com who point the issue at Turing Locke, who won’t reply.
If you dont want to be out of pocket, do not pay in advance for a room at Turing Locke.

horrible hotel, no cleaning, they dont change bed. rude staff. stayed at locke de santa joana lisbon

I had an absolutely awful experience with Leman Locke in Whitechapel.

At around 11:30pm on my first night, I found a bedbug crawling on me while sitting on the couch, my suspicions confirmed by Google Lens. I later saw more—one on the bed pillow and another in the bathroom, so it wasn't just lost.

I went straight to reception expecting them to take this seriously and help resolve it. Instead, I was told the hotel was fully booked, their other locations were also full, and there was basically “nothing they could do.” I asked to speak with a manager but was told no manager available. No ability to escalate, no real attempt to take ownership—just a vague suggestion I might get “some” money back. Some?! I was handed an email address with which I could make a complaint. The email address was for "reception" at Leman Locke, literally where I was standing.

I was then advised to find another hotel myself. At midnight.

In a further insult, when I suggested that, if the worst came to the worst and I couldn't find an alternative, I could at least take sanctuary in reception, I was told they could not let me do that, as it would look bad to other guests!

After trying multiple places, I eventually found a room at my own expense and didn’t get to bed until after 1am—completely defeating the purpose of staying there for an early work commitment the next day.

The lack of basic duty of care here is shocking, as is the lack of any kind of escalation procedure. Managers should be woken from their bedbug free slumber to resolve incidents of this nature.

Any reasonable hotel should have taken responsibility—arranged alternative accommodation, covered the cost, and ensured I wasn’t left wandering around late at night. Instead, I was abandoned to a stressful, avoidable situation entirely on my own.

If that sounds like your bag then I heartily recommend Leman Locke.

Beckett Locke is an absolute joke. Imagine paying for a room and having NO HOT WATER for the first 24 hours of your stay. The toilet heater was also broken. What's worse? NO ONE on staff noticed or cared until I complained a full day later. This isn't a luxury stay; it's a health hazard with non-existent service. Avoid this place at all costs. The management is clearly incompete, ROOM 206

I stayed at Bermonds Locke for one night on 22 November 2025 (approx £200). The concept and branding are great, but the basics of the stay and the way my complaint was handled were poor enough that I would not return.

Room condition (Room G-0003):

Cold room: The heating was up but the room stayed cold. I eventually discovered an outside door was ajar, hidden behind the drawn curtains, letting cold air in.

Lighting issues: The left bedside light flickered, then I found the right bedside light did not work at all.
Persistent mould smell: The most serious issue was a permanent, pervasive smell of mould coming from the bathroom (possibly ceiling/vent). Running the shower did not resolve it, and the smell travelled into the room.

These are not “minor niggles” when you are paying premium pricing for a short business stay. Comfort and basic maintenance are the minimum.

Reception interaction at check-out:

When I raised the above calmly at reception, I expected at least a professional acknowledgement and an offer to verify the issues. Instead, I was handed a sticky note with an email address and told to write an email repeating what I had just explained. When I expressed surprise and asked what would be done to address the problems, the interaction turned hostile and intimidating, including being told I would not be “dictating” how they handle it.

Most bizarrely, after I sat at a communal lobby table (an area used by guests and non-guests), the same staff member approached me and told me I was no longer welcome to sit there.

Complaint handling (or lack of it):

I submitted a formal complaint on 23 November 2025. I then received no substantive response. The only message I received was an acknowledgement on 2 December 2025 apologising for the delay and saying it had been escalated internally, followed by silence. I chased again on 9 December and 18 December 2025, still with no proper reply.

So the takeaway is not just “things went wrong” (that can happen anywhere). It is that when things went wrong, the front-line handling was unprofessional, and management then defaulted to non-response even after repeated follow-ups.

If you want a reliable, comfortable stay with accountable customer service, I cannot recommend this property based on my experience.

Located just across the road from the Village the lady on reception appeared oblivious when I arrived at the desk still dressed from my recent photoshoot just 1.5 miles up the road – Chosen for the very convenient location, It was clear that my booking had been made as a Male but here I was standing in front of her in a blonde wig & a long blue evening dress as Patricia, this fact professionally overlooked as she completed my check-in.

As it was just the one-night stay, I had selected one of the Basement apartments which was more than adequate for my needs, despite its initial dark dingy appearance with high up windows more at ground/ceiling level providing some natural light rather than a view!

I was glad that I had already had my make-up done earlier as the lighting would certainly not have made that an easy task.

The large more than double bed was very comfy, and the room also had a settee / table & chair as well as a kitchenette area complete with a large fridge kettle and tea/coffee facilities.

A large walk-in monsoon shower would come in handy upon my return from an interesting evening out in the local pubs and clubs conveniently situated outside. Just a shame that Manchester’s emergency services love the sound of their sirens far too so as the deny any hope of a restful night's sleep!!

Always a nice stay at Locke Berlin. Spacious apartments with great views. Has everything I need for long stays. Very clean and comfortable.

Their reception and cleaning staff went into my room, opened my safebox, handled my passport, clothes and personal belongings and threw away some of them. They did that because they thought my booking was for 1 night only and I had checked out, but I didn't check out as I still had my room key with me. They also told me that they are "entitled to do that" and that they "followed protocol". I find it outrageous that this hotel's guest protocol allows for mismanagement of customer property and breach of privacy.

Can’t book on my iPad. Needed to change dates but can’t find out how to do that. Checked availability and price has more than doubled. Dublin very high prices but nowhere else has doubled. Then couldn’t find out how to cancel booking. No number listed for the hotel and can’t find the reservation number on the website!

After a positive experience booking on booking.com and staying in 2024 I booked again a few night in 2025 but this time directly on the Locke website. Still we have decided to cancel. Unfortunately all links to manage my booking are broken and their Life chat is not working the 2nd day. There is no single phone or email anywhere on the website or online. I contacted them on Instagram and they told me that they don't reply to bookings there. I am regretting not booking on booking.com and really worry to lose 400 EUR.

Disappointing Experience & Terrible Customer Service

I’ve been a loyal guest at Locke Living Hotel in London, staying every two weeks for nearly a year. Unfortunately, my recent experience was extremely disappointing.

On my first night, the kitchen had no power, none of the plug sockets worked, and the air-conditioning wouldn’t go below 24°C because the wall-mounted heating control was broken. It took two days before I was moved to another room, only to find that the microwave oven didn’t work.

To make matters worse, I had a family bereavement and needed to move my upcoming stay back by a few days. Despite being a regular guest, the hotel refused to accommodate the change, even for a cheaper room, and shockingly asked me to provide a death certificate just to adjust my booking.

This level of customer service is completely unacceptable, especially for a returning guest. I expected better treatment and basic working amenities. Sadly, this experience has made me reconsider staying here in the future

We stayed for 18 days at the property in Leman St in London. I think it was their first. The basic design of the place is great, although after 5 years it was a little tired in places and this showed up during our stay as socket fuses would blow, the kettle and toaster didn't work and weren't replaced and most alarming was the leaking ceiling caused by an air conditioning overflow.
The staff were polite, but none of the issues we had really got sorted out during our stay. Housekeeping seemed an issue too. you get a weekly visit supposedly, but the first was missed and they couldn't rearrange, so we didn't get anything for another week, as housekeeping we're fully booked in the interim, so I was told anyway. Thanks!
Nevertheless, we enjoyed our stay, the hotel and the room's basic good design initially meant the whole place felt fit for purpose, despite the problems we had. Would I go back? Probably not, because it's a competitive area now and Locke properties seem to position themselves towards the top end. In the end I didn't have a top end experience and probably worst of all, no one really seemed to give a damn. As the property gets older, I feel things are likely to deteriorate further. So three stars, that's probably a little generous bearing in mind customers should expect better for the money than we got, but we liked the concept and design.

Having previously had a positive with the Locke I inquired about a long term stay via their 3rd party partner - accommodation Lettings ltd (accommodation dot co dot uk)

It was a shockingly unfriendly very unprofessional experience; from misinformation, to ignoring my questions and requests, cancelling viewings without any explanation to not following up just to name a few issues. I fed this back to the Locke team who actually did nothing about it and are still engaged with the 3rd party. The 3rd party is still advertising availability but told me they don’t have any further allocations available (hmm sketchy)

The Locke sales team were friendly enough to an extent at first and were unable to provide competitive or similar rates which is fair enough. We could’ve left it there.

But what was surprising and disappointing was eventhough I expressed my dissatisfaction and concerns about their partner they didn’t do anything about it - didn’t see any communications or feedback but most all they told me to go back to accommodation Lettings ltd and deal with them directly! Like come on how or why would I go back to a company and team that messed me around
When I raised the issues and asked the question of why would I go back Locke decided not to follow up with an adequate solution or even atleast apologise for making a silly suggestion to put me back into an uncomfortable situation with an unprofessional agent/agency (no alternative agents).

Please be wary dealing with accommodation Lettings ltd London agents and don’t rely on Locke for any intervention or ownership of their failings.