Cavendish Apartments 65 Harley Street, London W1G 8QY

"Very good location but there seems to be a very low level of care from the owners as it seems to have not been "done up" in years"

"My husband and I booked this flat (#8) in February, 2017. The staff that responded to my enquiries were courteous and receptive however, this was the only pleasant experience. We booked the room for the day before our arrival so that we could check in early. (7am). The staff arranged for a car to meet us at Heathrow. The car driver was prompt and courteous, just what we needed after a long flight. We were so encouraged. SO VERY SAD that when we arrived, we were told that they were “switching” our flat to another of the units because there had been some sort of medical emergency. This explanation was never fully clear. I was not pleased, but decided to check out the flat, as we were exhausted. My husband and I were appalled at the state of the flat we had been assigned. (#7) It smelled, was dirty, and the photos for the flat (online) showed 2 bedrooms that are not even in this flat. I went down to the customer service rep, and explained that this was not acceptable. She was understanding and said that she would call her manager to get approval for moving us. When she contact us, I went across the street with her to their property “62 Harley”. There she showed me another flat that while bigger was un-cleaned, and she promised the staff would bring it up to par, and arrange the beds as we liked. I reluctantly agreed, and we waited in #7. When we were given the ok to carry our bags across to the next flat, we arrived to find a flat equally smelly, dirty (every wall is filthy) and run down. We were too tired to make another move. My husband slept that night, and I slept for 3 hours. It was hot, (October) as the radiators were on and the only way to cool off was to open the windows. No screens, bugs, noise, and exhaust fumes poured in...For Pete’s Sake....I didn’t even feel safe. The next morning, we packed up, went to the rental office and explained that this was not at all what we had seen online and that we were leaving. We understood if they needed to charge us for the night we stayed, but that we expected a refund for the remaining days. Again the CSR was courteous,and said she would have to contact her manager. He told her that there would be no refund, as he felt we were breaking the contract. She got him on the phone for me, and I explained that, in fact, they had broken the contract when they changed the flat we had booked, without even so much as an advance notice. He started to talk loudly and aggressively to me. I listened for a minute or 2 and then explained to him that he had made a mistake and that this was totally unacceptable. To which he replied that “The photos online were not doctored”. I had not even said anything to that effect. (Very suspicious) The fact is that my husband and I have traveled extensively. We are not hard to please. We do not require a lot of room or many amenities. However, we DO require cleanliness and honesty. We received neither. We have lost over $1000.00 in this deal, but that is not nearly as important as the sad, rude way we were treated by this manager, Adam. This happened a little over 24 hours ago, and we are now staying at a wonderful apt. The staff is kind and interested, location is supreme, and we feel safe and appreciated. While in the awful flat, I thought to myself that I was so grateful that we had not brought our children and their children, as the conditions were so filthy, I would have been concerned for our grandchildren’s health. Rude, inconsiderate and misleading manager....other staff, I feel sorry for. Please do not set yourself up to be disappointed, like we were. There are so many good places to stay in London, this is NOT ONE OF THEM."