Your Apartment Reviews 308

I arrived on Sunday 1 February at Pembroke House Apartment #8, Bristol, and found:

• Unflushed toilet containing faecal matter
• Hair inside the fridge
• Stained bedding
• Dirty kitchen items, including a used washing-up sponge

This was the condition of the apartment at check-in.

I reported this via email, phone, and WhatsApp. Initially there was no response. I then called again and spent over 45 minutes on the phone that evening trying to find a workable solution.

I was refused a refund despite the condition of the apartment. I was offered relocation to another apartment, but no support was provided to make this practically feasible. I have a health condition that limits my ability to carry luggage, and no assistance was offered that evening. The responsibility for organising and carrying out relocation late in the evening was placed entirely on me, in a city where I do not have local support. I could not secure this and had to spend the night in that apartment.

The following day, the apartment was investigated and confirmed to be unhygienic, necessitating cleaning. I phoned during my workday to confirm the relocation option discussed the night before, but it was no longer available, and I was told relocation would not be possible until the following night. The amount of stress this caused over the two days was significant, yet there was no real empathy or consideration shown. My health condition worsened and I had to end my stay early on Tuesday morning, cancelling work commitments. Before checking out, I phoned and spoke to customer service when I was advised to request refund in writing.

I paid over £1,300 for a 15-night stay.

The outcome has been:

• No refund for the unused nights
• Only 30% offered for the first night, despite those conditions — shocking to know that this is the value the company places on hygiene
• Over £1,000 of my money currently held by the company, at most to be retained as credit with no price guarantee on nightly rates, meaning I may lose even more money if I were to use that credit.

It is difficult to see how this as a fair resolution.

What is most concerning is not just the condition of the apartment, but how this was handled. The communication lacked empathy, and the situation was repeatedly reduced to a “non-refundable policy” without meaningful acknowledgment of the condition of the property or the impact this had.

It has now been almost two months since the stay. I delayed posting this review while trying to resolve the matter directly. Unfortunately, this has not led to a reasonable outcome.

After experiencing the condition of the apartment on arrival, I have lost confidence in the standard of the accommodation, and there is no reassurance that the same issues would not occur again. At this stage, I am left without a refund and a potential credit option that I do not feel confident using given this experience - would you be assured that 1) issues experienced will not be repeated and 2) if they are that a fair and workable resolution can be reached ?
I am at a loss, and not of a small amount either - over £1000 !

In my experience of this company, everything appears smooth as long as no issues arise. However, when a serious problem occurs, the process becomes difficult so I would advise to guests:

• Check the condition of the apartment immediately on arrival
• Take photographs of any issues straight away
• Do not assume problems will be resolved easily if they arise
• Be cautious of non-refundable terms in situations where standards are not met, as you may lose hundreds or thousands of pounds

I would also strongly advise caution for anyone with a disability or accessibility needs, as no practical support was provided when I explained my situation. If you have a disability or long term health condition, best to avoid this company.

Great studio apartment with king sized bed and sofa bed. Handy to have kitchen area - with oven, hob & microwave. Laundry with washing machine & dryer was a bonus!!

Booked through a third party website but will book direct in future.
The communication was brilliant from Your Apartment, that was really helpful as I was travelling alone to a city I’ve never visited before.
They contacted me prior to arrival giving excellent instructions on how to gain entry and again during my stay to make sure I was happy with everything.
My accommodation had everything I needed and was spotless. It was in a great location and I felt very safe walking back in the evening.
I will definitely be booking again and would happily recommend to friends and family without hesitation.

I’m very delighted with the standard of service and the accommodation I was given. The check in was super quick and stress-free, the apartment was very modern, warm and in a good location. Will definitely stay here again

Great experience and team went out of their way to help. Great stay all around.

I've been 3 times already and the experience has been great, good location, better customer service and communication has also been really good. Highly recommended.

The apartment was very well appointed, spotlessly clean and very cosy. We found the bed very comfortable. There was no discernible noise from within the building and no traffic noise or other disturbance from outside. The location was very convenient for us, with a co-op shop opposite.

I've got to admit I was a little bit worried that there was no reception but the email that explained how to enter the property and what to do when inside was so easy to follow. The apartment was neat and tidy, and very quiet. In fact it was the perfect base for me to come back to after exploring Bristol for two days. I would definitely book again. The only interaction I had was with the cleaning lady and she was so helpful.

The hosts were so helpful.

Apartment was clean and everything was in order. When we needed to contact anyone we had quick responses.We have stayed several times.

A truly lovely studio apartment equipped with all the comforts. We had a fantastic weekend. The apartment is in a great location in the beautiful Clifton neighborhood, just under a half-hour walk from the city center.

Absolutely fantastic, clean and spacious place, location walking distance of all major sites!

We stayed in Sherperd Bush.
Location is good.
Check in was easy, instruction is clear.
You have everything in the apartment. It’s a cosy apartment.

Dirty on arrival, hairs on the apartment floor and all in the bathroom. Walls needed painting, sink was dirty and then they had the cheek to blame me for it when I left and took my deposit.

The apartment was easy to find thanks to the clear instructions for check-in. It was immaculate, everything we needed was there, and all the important things were comfortable and thoughtfully organised. The only thing that didn't work was the wifi code we were given, and the sofa is a bit uncomfortable to sit on (sofabeds often are). The location is great, so central, and anyone we spoke to was friendly. Would definitely recommend. We stayed two nights, but would have happily stayed there for longer. Even earplugs were provided, as it's on a very busy road and there is noise from the upstairs flat, too. Expected in such a built up area. Don't forget your teabags!

Fantastic apartment with everything you could need for a very comfortable stay. Would highly recommend staying here.

Absolutely stunning and consistently so. I use them very regularly as an working and buying a house in Bristol.

The highest spec with regards to the interiors without the boring soullessness of hotels. Sensational location.

Absolutely CHARMING reservation and administrative staff who literally give me exceptional treatment.

The maintenance and cleaning staff are delightful too.

I can't wait to get back. This entire experience has cheered me up beyond measure in a UK that feels second rate and grim..

THANK YOU to the entire team.

I’ve stayed at Your Apartment in Kensington a few times now and keep going back because of its value, comfort, and location. The rooms are spacious and well kept, the beds are really comfortable, and everything feels clean and well maintained. The bathroom and shower are also great. The rooms with kitchenettes are ideal for slightly longer stays, with the cooking appliances adequate for simple meals.

Easy to check in and out. Staff were super responsive and helpful. Room was clean and comfortable. Location was great as well.

Very nice apartment and location.Easy to find and almost all shops cross the road.Clean and very very cosy inside