Samuels' a duplex apartment by Spires Accommodation in Lichfield City Centre

The apartment itself was okay.

The fob to the carpark did not work, so we had to risk getting a fine from parking on the side streets. We contacted the property immediately about this, but their response was that the car park was nothing to do with them. Once we got inside everything looked nice, but their were stains in the kitchen cupboards, the door handle to the second room kept coming off, the window did not close in the second room, nor did the radiator work in that second room. I emailed the company about this as we had to give a $100 deposit so I took photos to make sure they knew this was not caused by us. We booked a place with two bedrooms as my partner needs a room to himself for medical reasons. He could not sleep in the cold room. I heard nothing back when responding to their automatic emails- but it was Christmas day and we didn't want to bother the hosts. I emailed again the next day, but again nothing. I phoned a few days later to ask for a partial refund due to everything we had experienced. The lady on the phone seemed quite sharp with me. She said if I had phoned here immediately, she would have brought a heater over for that second bedroom. I told her that I did phone immediately about the car park fob and that she didn't do anything and I didn't want to bother her on Christmas day, but I did send an email. She then went on to blame me for sending an email instead of phoning because someone was away on holiday so she didn't see the email. In the end, they did offer me a partial refund, which I was greateful for, but the person I spoke to did not seem appologetic at all. This was the most expensive airbnb we stayed in over the Christmas period as we wanted something special on Christmas day- unfortunately it ended up being out worst stay.

The appartment was great, comfortable and in an excellent position for the shops and attractions. Well appointed. There was anumber to call for any problems arising. Keys were easily collected from the information sent. There was everything we wanted there.

The whole apartment was great, the location was fantastic, the place was spotlessly clean. Very happy.

The process of accepting the apartment specific terms and conditions, providing ID and the process of paying the deposit was a pain. To be clear, I was very happy to pay a deposit, I appreciate not all guests take care of property, but the website it was done on was very very hard to use and poorly designed.

Not Applicable - Self Catering

All aspects were perfect for our stay