What turned out to be a birthday surprise for my wife turned into an utter nightmare from Hell! I booked this apartment on Oxford Street over a month ago as it was convenient for the theatre I also booked. I was sent an email from the accommodation provider Stay Inn apartments to pay a security deposit of £500 which I made without hesitation and was advised the apartment was self-check in and a door code would be sent to me at 3.00pm. We arrived at the apartment at 3.05pm with all of our luggage expecting a simple check in. I checked my email and noticed an email from Stay Inn sent at 2.56pm with a door code but with address of a different location an hour away from the booked location. Obviously I had no intention of staying at the alternative location so got on to the phone and queried the mix up. The person at the other end of the phone made some excuse that the property was unavailable but couldn’t give an actual reason. He was rude and unhelpful giving the impression that he was doing me a favour offering me alternative accommodation both inferior and an hour away. I kindly refused the offer and decided to call Booking.com directly confident they would help and resolve the issue. On the contrary they were even less helpful telling me point blank I need to sort the issue out with Stay Inn apartments directly even though I booked directly with booking.com and were holding them liable for breach of contract. After two and a half hours speaking to both parties and wondering the streets of London I had no choice but to accept another apartment half an hour away as I was unable to cancel as my credit card was already charged for over £700 and it would take a few days to reach my account, I did not have any credit left to go any book alternative accommodation elsewhere. As soon as we arrived at the accommodation we dropped our bags and literally made a mad dash to the theatre only to miss the first half hour of the show. To say I’m disappointed would be an under statement both booking.com and Stay Inn apartments should be ashamed of themselves. I’m suspicious that the actual apartment booked is not actually available and merely used as a ploy to get bookings only to be fobbed off with lies and excuses. I would hate this to happen to someone with children, vulnerable or less able.

This is most poorest service I’ve ever experienced in my life! Me and my boyfriend stayed here to go to my cousins wedding reception which wasn’t far from here. We had to wait 1 hour 30minutes until someone actually met us with the keys to the apartment, making us very late to the wedding reception. There was no contact number for us to call I had to email them to call me and when they did it was private number. I asked if I could have his number he said no. We eventually met them and got the keys but they had said they would email me the codes to the door and key safe which they never! Luckily I remembered them in my head!! We had to pay a £750 deposit which wasn’t advised at the time of booking with booking.com they was quick enough to take the money but not quick enough to give it back. I have just spoken to a guy in the office who was very rude interrupting me and speaking over me every time I spoke. I said to him ok you speak then I’ll speak after to which when it was my turn to speak he spoke over me again and put the phone down on me. I have recorded his disgusting attitude towards his customers and I would never use them again and would advise everyone else to avoid at all costs!!!

This has to be the worst holiday experience and I can only advice that they should be avoided at all cost. Customer Service: This is the biggest disservice to the word customer care because its simply non existent. The minute we paid, we couldn't get in touch with anyone for queries. We kept getting passed around and eventually no one responded to either emails or calls. Value for money: The apartments don't look anything like the pictures, they are pretty worse for wear. The power tripped off during the night and we couldn't get anyone to help. We were in absolute darkness all night. No one responded to our email but they kept sending emails to us to check out at the appropriate time. Our Experience: From the minute we booked, we saw the deposit which was £500 in small print and you are forced to pay that amount before access to the apartment. We attempted contacting them to discuss the deposit but got no response. You also cannot call until the day of your booking we got to the apartment and had to stay outside for more than 30minutes before we could get in. The lighting in the apartment was poor, the windows were shut in and you could see a fine placed on the window for £500 if you open the window (who fines you for opening a window? If it's broken fix it).

DONT BOOK! This Hotel is complete garbage. I do not often write reviews but people need to be warned before booking here. Prior to getting your key, you are demanded by a poor customer service team to pay an extortionate amount of room deposit via a 'bank transfer'. Nothing about it sounded safe or legit so I had to rebook at the Britannia wasting a lot of my company's money. I wish I had gone through the reviews before booking. Booking.com, Hotels and anywhere else need to take this place off their websites and get these criminals out of business.

Do not book if you’re under 25. They will NOT pay you back the money. They put this in their “small print and policy” however, not visible on booking. Utter disgrace how they run this business; the owner is clearly hiding behind these disgusting business practices profiting via theft and a SCAM. I am looking to expedite this further with Watchdog and ombudsman; kindly reply or email me if you wish to be part of the group fighting this distasteful practice. Let’s ensure a proper vetting on these bad business/landlords.

DO NOT BOOK. Age restriction of 25 years of age is written in fine print. Once booking and realising we tried to cancel on the base that we are under 25. They completely refused and not giving us a voucher towards the stay or anything which is $300+! For one night !! They viewed our ID and knew we were 18 and still accepted the reservation and then stole from us well knowing that we would be wanting to cancel when we realised. THEY STOLE FROM US. The worst experience I’ve ever had booking with a hotel. And the people who answer the phones are so arrogant, rude and non understanding of the situation. We also tried to cancel our reservation 2 weeks before we were supposed to stay there! Only book this place if you wish to be robbed of all your money :)

Do not book here. Extremely rude service. Very poor communication. Confirmation email did not have the right number of guests/rooms so called to double check. They refused to even take a booking reference, extremely rude. £500 deposit is extortionate. And only sent details confirming all okay 2 hours before check in, after we had travelled all the way to London. Then apartment was at different location to one advertised. Never experienced anything like it in years of travelling europe.

Literally deserves 0 stars. I have never been spoken to so horrifically in my life. I booked this stay via Booking.com in September last year and the booking was cancelled the day before my stay. I called up to get some clarification and had the phone put down on me after a few brief sentences. Thinking that I was in a bad signal area, I tried to call back again 2-3 times. The rudest woman answered and said she thought I must be pocket dialling the number to have called so many times. Still confused by the situation, I apologised and asked for some help with my cancelled booking. She told me she had explained 5 times already - she absolutely had not - and put the phone down again. I continued to ring the number again and again and had the phone put down on me without an answer time and time again. Not what you expect from a "hotel's" customer service when they've cancelled your booking without a clear explanation. All I wanted was some clarity. When the woman answered the phone again she was screaming at me to stop calling and stated I was harrassing her... My mistake for thinking this was a real company that would take the time to assist their customers. Despite her loud screaming I kept my cool and politely asked her to help me, or to pass me on to a colleague who could. She continued to scream at me and eventually put the phone down. Booking.com were kind and offered to chase the issue for me and see if my booking could be reinstated, I politely declined as I wouldn't feel safe staying anywhere where the staff are this aggressive. Disgusting attitude, please don't stay here. Scam artists.

Had the worst possible experience - this is not a hotel they are a scam. We booked whilst travelling you have to go through a three step process where you have to send ID then they email a code to send them a £750 deposit after already paying for the room then they email you a code to get into your room THEY DIDN'T EMAIL THE CODE ALL ANSWER THE PHONE so we were left on the streets with no money left and nowhere to stay. We still haven't got our money back. We were robbed on the streets and our safety was in danger because of these people PLEASE DO NOT STAY AT THIS HOTEL!

Booked a non refundable apartment about 3 months in advance. We then found out my father-in-law had aggressive cancer and we would no longer be able to travel to London. Called the apartment, explained the situation with plenty of time for them to rebook, requested a partial refund or at least a change of booking date for when I could use it. Not only did they say no to everything, they were incredibly rude everytime I called, never replied to my written communications. Horrendous customer service. Wish I had read reviews before booking as now I’m not surprised at how I was treated.

Do not book or have anything to do with this company. Scammers with no customer service. Arrived at an apartment I paid for with a massive hole in the front door, was told the police had confirmed it was safe. Not to mention the ants throughout the place. Refused to a give refund.

RUN, RUN, RUN!!!!! These are scammers posing as hotel operators. They took over £1000 from me and have refused to give it back because on the day of my check-in they said the hotel was unavailable. Bad enough you may think, so I made alternative arrangements. The hotel then came back and said the apartment is ready now but it was too late. Because I didn't book in that night (I had a 7 day booking) they said I broke their Ts and Cs so refused to give me back my money. They cancelled my booking not just for that night but the whole 7 days and said I'd broke my agreement. They have so many illegal clauses that you will not be aware of until you've paid your money. They refused to talk to me point blank because I booked through Expedia. There is so much I could say but time wont allow. They are scammers. To this day they still have over £1000 of my money and yet I've never set foot in the place. AVOID AT ALL COSTS, Dont say you haven't been warned!!!!!!

If you like wasting money then book here. Takes your money and then cancels last minute. We got this booking as a replacement for a previously cancelled place and I can see why it wasn’t booked already. Cancelled because we are all under 25 however when we managed to get someone over the age of 25 they lied and said that all guests need to be over 25 (their policy says they accept children) and are now refusing to give us a refund despite not letting us stay either.

This site is a scam, You will not receive your deposit. I have been waiting for my deposit for more than a month. terrible customer service as well. Use at your own risk .

Avoid booking at all costs, they are scammers. I paid £140 for a room, when I turned up to the property they informed me that I had to pay a £750 deposit that wouldn't be repaid for up to 15 working days! The man on the phone who claimed to own the property was extremely rude and said it was my fault for not reading the terms and conditions but I have never come across this in my life. I had to book elsewhere in the end and lost the £140.

I would give this 0 stars if i could. My daughter and her boyfriend booked this apartment for a weekend away. Both royal navy sailors, on the day they travelled to London, while in London they got a message stating they could not stay as under 25 and no refund. Ok its states in the terms and conditions, in very small print right at the end, even though at the top of the terms and conditions it says over 18’s! I contacted the place myself and was spoken to like rubbish, they treated the sailors like rubbish and there customer service is nonexistent. I have emailed and asked to speak with a manager, i have called and asked to talk with a manager, nothing! Avoid this company at all costs! Scam artists!

Me and My friends stayed here last week, not going to lie we were nervous about staying.. After reading the reviews but honestly I don't know what apartment these people are talking about as ours was lovely, clean, and we had x2 double beds one room with a en suite, I mean we weren't there a lot, but was nice to stay and comfy beds. Would stay again :)

STAY AWAY - Booked an apartment in St Pauls via booking.com, I thought it was just a simple walk in but it wasn't which is fine I sent over the ID documents and received a message asking for a £500 despot ... the apartment was £150 so i declined and asked me to contact them for a refund.. i have sent 3 email and called 5 times and when they did answer they were rude and very unhelpful. wouldn't recommend them in any type of way.

I didn't even get to stay at Trafalgar Square Apartments as Stay Inn cancelled my booking yesterday, for a stay in August. I have absolutely no idea why....they are using the excuse that my credit card details were incorrect, however having checked them THREE times I know for definite that this wasn't true. When I tried to call directly and via Booking.com I was told in no uncertain terms that it was not their mistake and they could not reinstate the booking. The operators that I spoke to were rude, could not answer my questions and replied with stock responses that nothing was their fault or responsibility. When I tried to dig deeper and ask more probing questions they terminated my call (I was not shouting, swearing or being rude in any way!). I tried to call back several times but my call was disconnected, so they clearly didn't like the fact that I was trying to push for a reasonable reason as to why my booking was cancelled. It is such a shame as I was really looking forward to celebrating my friends 40th birthday in this gorgeous penthouse apartment. Funnily enough when I searched for the same apartment, for the same dates it is still available......for nearly double the price that I was meant to be paying!!! Shocking immoral behaviour. DO NOT USE THESE SCAM ARTISTS!!

As most of the reviews suggest, it is a scam. They blame customers for everything whilst having poor communication regarding the facility. The customer service gets mad way much earlier before you just because you challenge their inappropriate approach. And apparently, they deny everything they said over the phone and deliberately disadvantage you in written texts. Also, they promised a phone call after 5 mins that never arrived and they screamed to me before I said anything… I don’t want to repeat all the terrible details I experienced, but just to remind everyone to avoid a place which will both waste your time and money

Stay far away from these racist scam artists!!! Any of their apartments “security deposit” runs from £750-£1000 for 1 night stay whereas the actual apartment will be £100. The three/ four staff members that I am aware of and spoke to must be the worlds worst employees and it is evident that they hate their jobs. The woman is known for being extremely rude! Mannerless goat whereas Jay and Ali are racist and rude fraudsters!!!

Absolutely horrible customer service. Was rude over the phone, insulted me too. In the fine print it says you must be over 25 to book. They will not refund you any money or let you stay in the apartment as long as EVERYONE is over 25 which was also not stated. I even ordered to pay 1,500 security deposit (double the standard amount) but they still refused and took my money as they know they can cancel my booking and still keep my money! Never been disrespected to badly in my life. Booking.com was also useless in this whole situation. Avoid these scam artists at all costs. After you pay your money they will run off with it and do everything they can to not refund you. Booking.com offered them a free of charge cancellation for both parties which they also refused - just goes to show how all they want to do is take your money. I have no idea how they are still in business. Shocking

Had to contact this outfit multiple times to see if I could alter my date due to National Rail strike. After the fourth attempt they refused all offers of help. This says alot about the level of Customer Service you can expect.

I am not sure this exist though. I was left outside and they asked me to send my Id and wire transfer the sum of £500 before having access to the property. Why can’t I do all that when I get to the apartment . But no they wanted me to pay the deposit of £500 before they allow me in. I wish I can give them zero stars. Be careful with these guys

Check in time more than 1 hour 30 minutes. It’s your responsibility to get your Deposit back and it’s take 7 working days, Customer service sucks

Clean tidy welcoming and just nice. Really close to everything we wanted but far enough away to have a quiet chill in the evening. We will definitely be staying here again.

Trust me. Either save your money or spend a little more and go else where. This has to be the worse company I have ever had to deal with. The representative on the phone was the rudest, most obnoxious person I’ve ever come across. When we got to the apartment in the late evening with two small children in tow. We still were yet to receive our email from the company which should have come through once we paid the security deposit. With only a few % battery left on our phone, all we needed was to speak to someone professional enough to give us the instructions of how to enter the building. At this point they finally sent through the email and we were able to finally got into the building to mine and my children’s relief. The apartment was clean enough, the mattresses have seen better days and the beds squeak (and that’s just with sleeping in them!) My pillow had what looked like mould on it, but there were no other options to swap. Pictures attached. The sink in the main bathroom was coming away from the sink itself. Not sure that can claim it’s 02 apartments, it’s a 6-7 min taxi ride away from the 02. I’ll be honest, I could live with the apartment issue (apart from the pillow), but it’s the customer service which is the real reason to not stay here. And you might just think oh well that’ll be fine I shouldn’t have to deal with them, well I wouldn’t take that risk. Just read the majority of the reviews on google, says it all

Book this place if you want to be scammed. They put strange policies in place so they can scam you in every way. After having guaranteed us the possibility of accessing the apartment several times, on the same day of check in they denied us access to the apartment we had already paid for and without giving us our money back. They pocketed the money and also did not allow us to access the booked apartment.

One star only because you have to. This is a SCAM holiday site. They will put last minute impossible conditions on your booking in an attempt to keep not only the full price of the apartment, but also an additional undisclosed security deposit. STAYAWAY not Stay Inn - as they won't let you into the place until you meet their ridiculous demands.

Worst Place to Ever. Manager was the Rudest manager I ever spoke. "SEAN". AS comment before. they are all about the money. Refuse to Refund at all and You need to Put £750 Deposit which they will tell you after your booking has been complete. I will recomment Hostel and Cheap hotel which will have better service then STAY INN APARTMENTS

IDENTITY THIEVES - 1 day after booking the apartment I had notifications via my equifax account of 10+ hard credit searches on my report. My identity had been stolen. Some weeks later 2 credit agreements appeared on my account with total amount of £4500. After tirelessly working to protect myself from further damage and recover my credit rating I discovered the picture of my passport I was asked for as part of my check in with Stay Inn Apartments was used to open these credit accounts. DO NOT STAY HERE OR SUPPORT THESE CRIMINALS

DO NOT BOOK THIS PROPERTY FOR YOUR OWN SAKE. This place is HORRENDOUS, they use an external call center team to take any issues and they are rude, unkind, impolite and have the audacity to call you a liar. They refused to refund most of my security deposit and blamed me for an open balcony window that I reported upon my arrival as I was unable to close it. The person next door had the very same problem. They are honestly the worst people I have ever had the displeasure of dealing with and I will be seeking legal action against this company. Please, avoid at all costs. I wish I had read these reviews on here and on Booking.com before but unfortunately I fell victim to their scams too. They will ask you to bank transfer a safety deposit after you have booked the accommodation. They try to charge 500pp but I only sent 250 and they have refused to refund me the entire amount. Do not book. I honestly can't stress this enough, you would have a better stay sleeping in the Thames river. The female who works there, I think her name is Selina is the worst human I have ever dealt with, screams down the phone at you, twists all your words and I am not sure how she has a job....