The WaterHouse Avenue by Kandara 5 Star City Home in Maidstone

Location was great. Nice area. Decor in flat was beautiful. Felt like we were in a hotel suite. Had a lovely balcony to sit on. Two bathrooms were very convenient with kids. Showers were hot and temperature could be controlled and adjusted which was fab. Very easy to collect and drop off keys. Budgens shop located directly under the flat so very useful to grab drinks and food etc. Parking spot was not far from accommodation. Lift to get to first floor.

Stated there would be manual/guide at the flat with details in. All we found was an old post it note on the coffee table with the WiFi details scribbled down and the old worn parking permit we needed to display in our vehicle while we stayed there. It would be useful to laminate it to prevent it from getting further damaged. Communication with host when we were there wasn’t great. We needed a bed for our youngest child. There were 2 double beds in the two rooms but one missing. I had messaged to say we needed the extra bed as we were a family of 5 but it was obviously missed. They said to reach out if we needed anything but when we did by text and messaging on booking.com we got no reply. We had to rummage around the flat and eventually found a fold out bed and bedding in a side cupboard tied up in a bag. We had to do this late in the evening when we had come back from a restaurant (celebrating our very tired son’s 5th birthday) and needed to get him to sleep! That made the evening a bit stressful because we were waiting the whole time for a reply while we were out and didn’t get one so we didn’t know what to do! We had paid £170 to stay there and felt like for the cost, we should not of had to sort that out ourselves. If we hadn’t of found the fold out bed we would of made a complaint because there was no way 5 of us were going to be able to sleep on 2 small doubles when my partner is 6ft 5 and my oldest son is 6ft! We were also short on towels because the 5th person (our 5 year old) wasn’t accommodated for. Communication is very important. We did not hear from the host when we needed assistance. We eventually got a reply the next day but it was a little too late! We had already got back home in Oxfordshire which is a 2 and a half hour journey! Saying all that, if the beds were sorted then we would definitely stay again if in the area!

The apartment was simply 5 star in every way.

Nothing.

Good location, lovely flat

Not their fault but a late booking had been taken the night before which the owner was unaware of. When I checked in the flat hadn’t been cleaned. The owner/manager gave this his immediate attention and the flat was cleaned by 4:30pm

Nice modern interior & nice location to the river.

We had no hot water in any of the taps & showers for the whole duration. We contacted the owner on the evening of the 1st night to try & resolve and also on the morning of the day we left (by Booking.com & phone) and they only contacted us over an hour after leaving the property the following day. Having no hot water for showers etc is not acceptable and we would like to make a complaint / see what refund options there are. The curtain rail is also broken (the curtain falls out) and I have placed the screws back in the seat in the master bedroom as they fell out / were in the drawer.