The Good, The Bad and The Ugly
We stayed at Flat #4, 10 Maddox from March 17, 2012 to March 23, 2012. We are a family of five.
The Good: The location of this flat is excellent – truly central London.
The booking agents referred us to excellent drivers to and from the airport. The drivers were professional, informative, and reliable. On our first day, we locked ourselves out of the flat. We contacted the driver and he made his way back to the flat to help us.
The Bad: The flat is small.
The bedrooms are very crowded, especially if you bring suitcases.
There is no phone or toaster in the flat.
The flat is listed as being on the 4th floor but it’s on the 5th floor.
We noticed several things wrong with the flat on the Saturday we arrived – no heat, no hot water in the shower (about room temperature – just above or just below), no sheets for the futon, no wi-fi, no Apple TV, no PS3.
On Sunday, the booking agents put an Apple TV in the flat, told us where the sheets were stored (under the bed in the master bedroom), and fixed the wi-fi. We declined their offer to “find” us a PlayStation. We realized that the washer/dryer did not seem to be working.
On Monday, they confirmed that the W/D was broken and offered to let us use the W/D on another floor – an awkward arrangement that we tried one day but didn’t really work for us. They said an engineer was in the building and that he would come to take a look at the heater and the hot water. He never showed up on Monday.
I sent an email on Tuesday morning – at that point, we had lived in the flat for 3 days without heat or warm showers. The booking agent said they had asked the engineer to take a look on Monday and they were surprised he had not. He came on Tuesday afternoon and fixed the heat.
The Ugly: The hot water problem was NEVER fixed. When we returned to the US, we got an email from the booking agents admitting that the hot water was broken and that they had ordered a part that would fix the issue. For our “patience,” they offered us a free night’s stay the next time we are in London. We had tepid-to-cold showers for a full week and the booking agents knew about that significant flaw and they never told us or communicated to us about it at all while we were staying there. They never checked in with us after early Tuesday. This is unbelievable and unforgivable.
There are also no visible fire alarms or smoke detectors on the fifth floor. This was concerning and may even be a safety issue.
Owner's Response: Hi,
Firstly I appreciate all the positive comments. I'm glad you enjoyed the very central location. Maddox is in the heart of Central London, perfectly located between Regent Street and Bond Street and 1 minute from Oxford Circus.
The flat is 750 square foot - an average size of a 2 bedroom apartment in the centre of town. We store our extra duvets and linen under the master beds for you to use at your convenience. (Our bedrooms have storage space to accommodate luggage). In all our apartments we have a kettle, toaster, cutlery, plates, crockery and so on. Regarding phones, most of our clients come with phones so we do not provide phones. But we can provide you with a local mobile phone to use when you are in London on request
This apartment you stayed in is our penthouse apartment with the entrance (actually) on the 3rd floor with an extra flight of stairs that takes you to the penthouse on the 4th floor.
We did have some issues with the boiler and have now replaced the boiler that was causing an issue. There is constant hot water and heat as you need. We have extra sheets located underneath the bed and would happily make the sofa bed before your arrival if requested.
There is excellent Wi-Fi in all of our apartments using a business Draytec router. Apple TV and PS3 playstation consols are located in most of our apartments and are available on request.
We are sorry you had a less than perfect experience and strive to make the experience as best as possible when you stay in our apartments. (It is unfortunate this occurred and since we have now grown to 26 apartments, take every concern seriously). We have a dedicated maintenance team and cleaning team and aim to ensure satisfaction amongst our clients. With good communication before your arrival we can ensure that we provide everything you need before you get here so that your apartment feels like a home away from home
Helpful votes: 14/15
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