Charles Hope Apartments Reviews 96

We pre booked parking but on arrival were told we should have been given a parking bay number. As we had not we were refused access to the underground car park. On going to get a spoon we discovered the cutlery drawer was empty. We only found out as we were departing that the cutlery was in fact in the dishwasher along with crockery that had not been washed. Even though it said the help line was open 24/7 we were unable to contact anyone for help. This meant that we had to eat out all the time.

The sleeping rooms were spacious and the facilities were well equipped. Nevertheless, the traffic outside was hustle and a bit noisy all the day. Customer service staff were nice, helpful and responding fast.

Excellent apartment and service from your team in helping source a hair dryer. I really hope the parcel of land next to these apartments will remain as greenland.

Charles Hope literally cancelled my booking ( which was made months ago) , three days before travel for the Brighton Marathon. They didn't even tell me directly and even let me complete the pre check process taking my driving licence photo and £100 property damage insurance when in fact they had already cancelled my booking merely informing secret escapes by e mail and not bothering to tell me directly. If I hadn't have phoned to check if I needed to do anything else re the pre check in I strongly believe I wouldn't have probably found out until the very day before travel. I was severely stressed and very out of pocket in having to find an alternative stay at such short notice. They apologised and stated they would improve but no offer of the smallest amount of compensation until I officially complained. Then they offered 15% off my next stay with them!! . Do they honestly think I would ever trust them again to even book . Their CEO or his office doesn't bother to acknowledge your contact either when you try and take your dissatisfaction higher. Poor show Richard. Book at your own risk ..reviews show I'm not the first they have cancelled at short notice due to " maintenance " issues. Thank goodness Secret Escapes which I booked it through ...far more professional dealing with my complaint.

I have stayed in other apartments in this complex which have been really good normally. But this was probably my least favourite apartment I stayed in with this company.

Where the bedroom is positioned you really need black out curtains there because the lights from the building/ street across shine right through the curtain the whole night making it very hard to sleep with the bright lights coming through, on top of the noise from outside. Also we had lots of issues with the tv which kept losing internet and would constantly stop working. Also the tap in the kitchen is extremely lose and looks like it is going to break soon.

Great stay! Would recommend

To Charles Hope service manager. : strongly suggest you take this issue off-line from trustpilot first and contact me directly. Here is a direct quote from your agent TravelBen who have been pursuing me for details of the debacle at your Plymouth property.
“”We have verified the situation with the hotel on multiple occasions, and have also submitted all call records and relevant supporting evidence you provided to the hotel, before escalating your refund application.
However, the hotel replied as follows:
Our staff has assisted the guest to enter the apartment. Please note that as the guest had successfully accessed the building and the unit, we are unable to approve the refund request.
We sincerely apologize that we are unable to satisfy your refund claim for the time being.””
1. As we actually managed to get into the property eventually we were not DEMANDING a full refund.
2. If you can be bothered to read the extensive notes and evidence we eventually sent you will realise that the two locks facing the car park for the ground floor were broken or incapacitated . One with no power and the other as you can see from pictures only had half the numbers on. The basis of your argument is that having got your customer to ring South Africa to get an emergency code to get the front door open once, then your responsibility is taken as finished! Surely it must’ve occurred to you that we would want to go in and out of the front door more than once. 20 fruitless calls later to the London? South Africa number, we were desperate to get into our suitcases and belongings. However sophisticated your customer service system may be it falls flat on its face if in an emergency you or we cannot raise a local Charles Hope contact to fix a small but critical local problem. We ONLY spend a night in your hotel because of our relentless ringing of the front door access pad to the other apartments until somebody eventually came down the stairs to find out who was ringing the bell. They let us in, and we gained apartment access, late for a function we had traveled 130 miles for. Frankly, I’m surprised they didn’t ring the police first. If your South African contact actually stated that she let us in once and that was good enough then that is a ridiculous basis for your decision that all was well. Perhaps you now better understand the situation we were in on the night of the 10th of April.

Gina and some staff members(not all) Oversell did not give good customer service. I had to defend myself and some cases tell them to chill or calm down because of the way would decide to speak to me. Only after my mum spent money the third time(over £3,000 or £4,000) they more calmer now in the way they were acting.

The apartment was clean, the kitchen working appliances. Also had dishes and cups and flat ware.
It had plenty of towels.
The only drawback was that in your shower and tub there was no grab bars and no non skid surfaces on the bottom.
I'm near 77 years old, I had to buy a non skid mat.

Communication on the check-in process is not very clear. Very thankful the MODA staff were there to help us when we arrived after a 15 hr international flight, jet lagged n very tired. Thank you Yvonne from MODA. The apartment was supposed to be cleaned every 7 days and the towels and sundry replenished. It was cleaned the first 7th day of our stay but no replenishments on toilet paper or towels. . On the 14th day, when an additional 7 days passed, the apt was not cleaned nor towels changed again. We had to sleep on uncleaned bedsheets n we washed the towels ourselves so we at least had cleaned towels to use.

It was pretty easy to get our key from the key safe and the staff in the block were really helpful showing us how to use the lifts.

The room was beautiful with incredible views on the 27th floor. There was everything you could have needed in there and we cooked several meals whilst visiting.

We needed to contact Charles Hope about a fire alarm beeping and they were very helpful. They managed to rectify the issue over the phone but we’re going to send someone to our room to help.

I also used the gym while there and it was spacious and well kitted out just like the rooms were.

We will definitely need visiting again the same time next years.

Great apartment, location and cost.
Experience only slightly let down on the confusing information as to where to find the key store and apartment key on arrival in the building, but soon sorted by asking at reception, and not enough of an inconvenience to drop a star on the rating. Recommendation is that the instructions are improved.

Stayed with them in Battersea fantastic building and experience

1. The door codes were not sent on the final email. This needed an international call to rectify.
2. On arrival, external doors open-security?. Pin worked to access apartment.
3. Following a shopping trip, both external doors shut. Pin pad on one dead. Pin pad on other missing half the numbers. Failed. Picture available. Faulty or battery issue.
4. Rang emergency (London) number. Again, operator in South Africa. She sent a code to open door. Assured us she was on duty all night if any issues.
5. Door blew shut when I went to the car.
6.Despite multiple call to above, number unobtainable. Now in panic mode. Need to get to room to change for an evening function in 15 minutes.
7. In desperation walked around the streets to the front of the building. Pin pad failed there, so kept ringing all the apartments. One finally answered, and agreed to walk downstairs and open the external door.
8. Cold, wet and tired, got to my function late.
9. Summary- apartment good, utterly spoiled by ridiculous reliance on international “service” by both Traveben and Charles Hope Apts, with NO access to Local person to Fix a local emergency physical problem. Very stressful evening expecting a refund.

The entrance key lock to the building was almost impossible to use. Continuously blocks. Too hard to push even with 3 huge men who were travelling with me. Needed to use the shoulder of the tallest person who is 6ft 6 to open it up. The handle also caused danger of trapping hand and fingers. Must be fixed.

Light bulbs in hallway inside apartment 5 were flashing as they are about to fail. Very distracting.

Shower-screen in en-suite is impossible to fully open as it is too big. Only one of us was petite enough to squeeze in. The wires are hanging out of the wall behind the en-suite towel rail. The skirting board had fallen off the wall.

There was a metal stud sticking out of the electrical wall socket in the larger bedroom. Dangerous. Must be fixed.

We booked for 4. There were enough bathroom towels. However only 3 chairs at the table. Could not sit down for a meal together.

It was great experience, definitely will be my always stay in london

Cleanliness, setting of the apartment with canal views. Check in needs to be improved we did this beforehand and there was still an issue on arrival as car parking was not showing on the booking. We thought it was resolved with a call to agents off site but reception called our room 2 hours later saying we needed to register our car or be fined giving us a 30 minute deadline. Luckily we were still on site!

Had trouble finding the place. Once we found it we had put in the right code but had trouble opening the door. Part of the doorknob kept falling off as we were to turning it to get the door open. After multiple tries we just went to the nearest hotel and stayed there instead.

Apartment was spacious and warm with balcony, new - April 26. Very clean, apart from pan overlooked in cupboard with food burnt on it presumably from previous occupants and unemptied dishwasher! Access to anywhere is by electronic door fob, some doors worked intermittently, others the time allowed to open the door was minimal meaning repeated attempts to open them - this became an irritant despite being there only 3 days. Estate currently unfinished meaning 1 day we couldn't get car out of garage due to tarmacing and not enough notice of this from the company to make other arrangements. Limited kitchen equipment. Beds, bedding, towels all lovely. Will be a great place to stay once 'newness' hiccups are ironed out. For us it was not walkable to town so note distance if not taking a car, many residents did cycle in. Reception staff were as helpful as they could be considering they are not responsible for the apartment letting.