The Apartments by Capital

Cancelled our booking 2 days before our arrival date with no explanation and no response to messages. Avoid at all cost. Now I’m having to find somewhere else at the last minute for the London Marathon. Worst customer service and worst experience I’ve had with a company!

41 Draycott Place , just off Sloane Square. Not as booked described or matched - see pictures-the whole experience upsetting and disappointing. Hours wasted of my trip trying to sort out without success what I booked and paid for -over 4 months ago. A One bedroom apartment with a living room with a sofa bed was not supplied. I was given a tiny room that couldn’t fit both a bed and a sofabed, a tiny bathroom and tiny kitchen beside the bed. The apartment by Capital offered £20 per night discount-(joke) to put up with the mess - or cancellation with a refund. THEY admitted that they had booked me into the wrong room. I was given a tired smelly room with a double bed and dirty sofabed. I was treated extremely badly. Look at the pictures. The cleaning lady told me the apartment I booked was on a 3 month long term let - was definitely not available. Do not book these apartments. You don’t know what you are getting until you arrive and then it’s too late. Not good enough. Ruined my trip completely.

Nasty surprises to renters of these apartments. Capital Residencies breached its contract with me, having taken funds from my credit card in Sep 2021 for a June 3-6, 2022 booking. Despite an email from the office a week before check-in indicating that they would provide a code to the lock box to access the key to the apartment 24 hours before check in time, I heard nothing. In the 24 hours prior to check-in, they did not respond to my urgent calls or emails. While the staff were off enjoying their bank holiday, I had to scramble to rent a hotel at additional expense for this period and wasted precious hours on my holiday. When I finally reached Capital Residencies by email the following week to demand a refund (since they did not offer one, despite being aware that they had locked me out), they said "...sorry that you didn't have the experience that we want our guests to have..." - a fauxpology. Not only are they not competent, they are not sorry. DO NOT rent from this company.