COVID-19 … the world turns upside down and travel plans flushed down the toilet. We initial made our travel arrangements in January 2020 for a two week trip that concluded in London during July 2020. We booked with Merino Hospitality because of the location and fabulous accommodations. However, COVID-19 stuck. We immediately contacted Merino in late March after the world began to shut-down. We were told by one of the owners that "Should you have to cancel your trip closer to your date of arrival due to any lasting travel restrictions, we should be able to offer you a credit for a future stay." However, when we contacted them in June 2020 after it was clear that travel restrictions would remain in place for non-UK citizens, we were told "As I mentioned previously, we are unable to offer any refunds at this time. We understand the unprecedented circumstances of the pandemic and it’s far reaching effects and would very much like to welcome you in the future. We also appreciate that £1000 is large amount of money to be lost. Are you travel insurance company perhaps any help at this time? It is possible that we may be able to offer you a credit for a future stay, so when you have any confirmed travel plans to London please do let us know. If the company is back to a healthy position financially, we hope to offer you a credit for the value you have already paid or a discounted rate to ensure we can welcome you next time." We never asked for a refund, completely understanding the circumstances. we simply asked for a credit toward a future stay, which we will likely not receive, as we were initially assured. But instead, the owners apparently rescinded their assurances. Our experience with Merino is extremely disappointing. Every other travel-related service provider has at least offered us a full credit toward a future stay. Accordingly, in the future, we will patronize the larger properties and chains that understand that a disappointed customer is a lost customer. Bottom Line Advice: larger Certainly, we booked a nonrefundable rate. But, we are not unable to travel because of decisions that we have independently made. We cannot travel because of decisions by the UK and EU governments to restrict entry of US citizens into those territories at this time. Big Difference. But I would like to reiterate the change in tone from the March communication when a change in booking date was a certainty to June when it transitioned to -- and I paraphrase -- "we might be able to offer a credit or discount toward a future stay IF our business is healthy." A BIG difference. Hopefully, we can travel in the Spring and we'll see how accommodating Merino Hospitality is toward us. At least the owners have engaged with me. They apparently ignored another customer who travel was also cancelled.

The location was perfect. The apartment was spacious, comfortable, clean, and felt like home. The hosts were excellent and easy to deal with and contact.

I was lucky enough to stay at one of the Merino Hospitality properties in the 'Star Yard' building. The property was lovely! Really clean, cosy and of a very high quality. It had one of the most comfortable beds I've slept in too! Louise and Caio (the owners) are very welcoming and incredibly helpful from original booking to departure! I will be coming back...

I had a really great experience at Merino Hospitality! I stayed in a one bed apartment during 4 days and everything was so perfect : the bed was probably the best bed I've slept in, the flat was clean and cosy, the team was amazing, I truly loved everything there and I highly recommend it! I will definitely come back!

To say our stay at Star Yard (in the Amp London unit) was wonderful would be an understatement. We are frequent HomeAway travelers and this booking was, by far, our best experience. The apartment was spotless, thoughtfully furnished, quiet, and strategically located for a great visit in London. It was also just the right size for our family of four. And don’t let the alleyway location fool you—the neighborhood is safe and easily accessible (though Uber and taxi drivers may need some help finding it) and the building is secure. The photos on the website are true to the accommodations and the hospitality is top-notch. The Merino Hospitality group went above and beyond to ensure our stay was the best it could be. Despite our nighttime arrival from Heathrow, we were greeted at the building, shown around the premises, and given a quick London primer. We also received thoughtful (but not at all intrusive) check-ins during our stay to make sure everything was as it should be and that we had no questions or concerns. When we did need to reach out to the Merino reps, they were easily accessible and always responsive. When we had an unfortunate accident during our travels (outside of England), the Merino Hospitality reps not only secured the equipment and modifications we needed to complete our stay, but they once again went beyond the call of duty to make sure we were safe, comfortable, and well-cared for. They greeted us when we returned to London and thoughtfully returned to help us with a delicate departure back to Heathrow with an injured family member. Everyone we worked with at Merino--whether by phone, email, or in person, was professional, courteous, warm and considerate. We truly appreciate all of their efforts and recommend their services without hesitation. If only Merino had properties all over the world...travel would be so much easier and reliable. We hope that will someday be a reality.

We stayed at a Star Yard Merino apartment in London & everything was excellent. Denise met us at the coffee shop nearby & showed us through our apartment. She explained how everything worked, & also what was nearby. It is in a great position & the place is modern & clean. It was also very nice receiving a food basket containing milk, bread, fruit & a few other breakfast items.

We stayed at Merino Hospitality for 4 days in October and had a great visit. The apartment is located near the justice courts, in the "lawyers district" and is quiet at nights and on the weekends. Nearby is a gym and 2-3 coffee shops. The bus stop is just 2 blocks away and the subway about 4 which made for easy access to all our destinations. With two bedrooms and two full bathrooms, it was perfect for our group of 4 adults. While the bathrooms were not ensuite, this inconvenience was compensated by the thoughtful provision of bathrobes. There is plenty of closet and storage for clothes. Much appreciated were food provisions on arrival to get one started for breakfast the next day as well as the aromatic toiletries. The bath towels were large and thick, also a plus. All appliances were in good condition and functioned reliably. Customer service was excellent as the manager was responsive and accessible. Merino Hospitalty is a good choice!

Great convenient location and helpful staff. Apartment was lovely.

My family and I have stayed at Star yard several times in autumn, winter, spring and summer! I would highly recommend as it is almost like a "home away from home"! It is centrally located BUT its very quiet at night. London is a bustling city and it can be rather noisy when you are trying to sleep and having jet lag at the same time! The beds are comfortable as what they describe it on their website. The kitchen or kitchenette is also very well equipped too. Best part is their staff treat us very well! Denise , Juan and Raquel all give me very good customer service! Keep it up merino hospitality!

My wife, daughter, and I stayed for two weeks at one of Merino Hospitality’s apartments at the Star Yard location and the experience was nearly flawless. The staff was friendly and helpful and the apartment was located walking distance from many of London’s most famous landmarks. Having an apartment with a full kitchen, refrigerator, and washer/dryer made our vacation feel more like home than staying at your typical hotel. Above all (and the most glowing review I can give), I wouldn’t hesitate to stay in a Merino apartment on our next London vacation and I’d enthusiastically recommend Merino to friends and family.

DONT BOOK!!!!!! Never got a chance to stay. Cancelled due to the Corona pandemic way in advance in order to receive our 100% refund. The owner spent our money and never reimbursed us our money. DONT STAY!!!! We call and the owner ignores us, as well as VRBO/Homeaway who we booked through.

My family spent a week here for a London vacation. The apartment is modern, clean, quiet, spacious and walking distance to many main attractions (such as Tate Modern, St. Paul's, Tower of London, London Eye). The hosts are friendly and very helpful and welcoming. The apartment is also close to the Tube, if you prefer to walk less, and all amenities you might need. I highly recommend this apartment and Merino Hospitality. We thoroughly enjoyed our time in London.

Overall we had a great visit in Merino Hospitality. The location was great. The apartment was very clean and lately renovated. Denis the host was extremely kind and helped us in any way she could. There was some inconvenience in the apartment due to the noise coming from the street (noisy people from pubs around). It basically meant that we had to sleep with closed windows to avoid the noise.

We high recommend Merino Hospitality. Raquel and Denise are wonderful and they assist us with everything and in all the details. The location is PERFECT! The apartment is amazing, comfortable, very clean and full of amenities like a five star hotel.

Couples vacation in the heart of London. Clean and beautifully decorated. Great amenities. Centrally located and convenient to restaurants and public transportation.