Elegant Escape

Set up

Very firm mattress

Location was ideal for attending Lords cricket ground.

Nothing

On arrival at our accommodation it transpired that it only slept 6 people and not 8 as per our booking through Booking.com. This was an error between the property management company and booking.com. We explained that we had travelled a distance and needed to have space for 8 people and they needed to resolve this matter. As it was marathon weekend in London there appeared to be no suitable alternative accommodation available. Eventually the landlord agreed for us to stay at the property. In the meantime Booking.com cancelled the booking and informed the property management that a refund had been issued. They then contact us and said we had to make payment to them ASAP direct into the property managers bank account. We were not happy to do this as we hadn’t received the refund into our account, didn’t have the money in the bank and did not want to make the payment into a bank account as there was no guarantee. We explained that we would be happy to pay via credit card as this would provide us with insurance while we waited for the refund to come into the account. At no point did we refuse to pay, we just wanted a secure method to make the payment. On the Sunday we arrived back to the property to find the key code had been changed and we were unable to gain entry. All of our possessions were in the property which included one of the guests medication. The property management were adamant that they would not lets us back in until a payment had been made direct to the bank details they had provided. They were very rude and unhelpful and just kept saying you need to pay into the bank account. We contacted the police and they advised us not to make a payment into an unknown account, and we waited for them to attend the property to try to resolve this matter. In the meantime after informing the property management the police had been contacted and were going to attend they eventually started to listen to us. Once again we explained why we wanted to pay on via