Verified
2/10 Terrible
Jo
Jul 25, 2026
Disliked: Cleanliness, check-in, communication, listing accuracy
Very disappointing experience.
There was no communication from the property before arrival despite five attempts to contact them. We arrived at 5:15pm, well after the 3pm check-in time, yet two people were still in the property washing up and cleaning. Had we arrived at 3pm, the property clearly would not have been ready.
The cleanliness was unacceptable. Plates and pans needed washing before use, there were dirty cups in the dishwasher, mouldy cheese in the fridge and a freezer that appeared not to have been defrosted for years. Only 2/5 gas rings worked on the hob. The en-suite had no lights or hot water in the shower, toothpaste stains on the sink/counter and a door that wouldn’t fully close. The bedside table had food and drink stains.
The front and back doors were difficult to open with the keys, and there was a sharp-edged step at the bottom of the steps leading to the property (no handrail) which we felt could be disastrous if a trip occurred.
Despite all this, we were immediately reminded about the £140 cleaning fee, despite having to clean items ourselves before using them.
We contacted Hotels.com by phone and chatbot and were advised to request a refund and it was suggested we arrange alternative accommodation - this suggestion came 20 minutes before our arrival.
Thankfully, we had a fantastic time at Wembley watching Bruno Mars, but that was no thanks to this property. Sadly, we cannot recommend this property.
Jo
Stayed 1 night in Jul 2026