Hen & Chickens Luxury Apartments, Free Parking, By DerBnB

I booked this apartment in Derby primarily for the convenience of a kitchen and a separate bedroom for my toddler to sleep while my husband and I could unwind a bit after a long drive. The apartment looked lovely in the photos, and the property had great reviews, so I was really looking forward to staying. Unfortunately, this booking was nothing short of disappointing. Upon arrival, after a 5-hour drive, the digital lockbox for the apartment said there was no key registered to the code I entered. I have a photo of the error message for reference. I immediately messaged the property managers through the booking.com app and waited for over an hour with no response. During this time, I called the office multiple times and only received automated messages saying the consultants were busy and to call back later. After waiting for an hour near the property, we decided to give up and find another place to stay last-minute. We booked a room not too far away, hoping for some rest after a long journey with our toddler. Eventually, the property manager replied, telling me that the key was being held in the restaurant below the property. However, they also asked if I had seen the email about this. I went through all their previous emails, and there was absolutely no mention of the key being in the restaurant or any indication that it was affiliated with the property. I fear the manager was trying to place blame on me for not figuring this out, but I read all their instructions carefully. There was no mention of the restaurant at all. I'm hoping that isn't the case, but the message stung a bit and I was very upset at feeling messed around. On top of this, another guest leaving the building told us she had the same issue and managed to get the correct code after speaking to someone on the phone - hence my frantic calling in the first hour.

Quiet area even if there was the restaurant was just below, restaurant is closed quite early. The area is restful, and the property is easy to access, easy to find and really clean. Staff is really helpful and reactive