StayLux Waterloo

We stayed here as a family of 5 and on the whole, really enjoyed our 4 night booking. Things we loved: Location, space, balcony, views, lots of towels, security of property and general feel of the place. Improvements: Air con, bigger beds, bathroom maintenance as there were cracked wall tiles, broken bath overflow and leaking shower head. We loved the views from all rooms, as were able to see the Shard from our bedroom, but would like to try a room on the other side of the property next time as it was pretty loud at night, due to the rooftop terrace bar staying open until 2am every night.

Our stay was in apartment 5, level 3. Great location near waterloo station and places to eat. Security was also very good. Apartment was spacious and generally clean. The floors had been vacuumed but clearly needed to be washed. There was significant cracking in one of the windows. The bed in the main bedroom was small, most likely a double and not a queen or king. There was no safe to put valuables. The lift was not working upon arrival and we had the challenge of carrying heavy luggage up 3 floors of stairs. Thankfully a cleaner was able to help and this was greatly appreciated. This was in contrast to a call with management who said they could do nothing to get the lift fixed on a Saturday. Problems also arose during our stay when we were advised that workmen needed to enter our apartment for a full day to carry out ‘urgent’ maintenance and get access to the balcony. We responded by saying we do not consent to any strangers entering. We were on holiday and paid for this apartment plus there was no security to put personal items if we were not in the apartment. An email arrived stating the reason for the maintenance and we restated our wishes which included a days refund if the intrusion occurred given the fact we would not want to there if strangers were in passing through. Our request for privacy was ignored and an offer of compensation was clearly subpar. It was also clear that the maintenance had begun before our arrival and we should have been consulted beforehand so that we had the option of getting a refund and making alternative arrangements. I would consider the behaviour of Stayo to be unreasonable and unprofessional. Although they acknowledged our concerns, their actions did not match the rhetoric. We escalated the situation to our travel agent who strongly reiterated our concerns. This did not appear to be acknowledged. In the end, no maintenance men arrived at our door and we were not advised that they wouldn’t enter our apartment. This situation could have been managed much better by Stayo. It’s a shame, as we enjoyed our week in London and the very convenient location but the angst of dealing with Stayo left a bitter feeling.

My recent stay at Stayoo London Waterloo was a disappointment from start to finish. The accommodation fell far short of what the photos promised. Upon arrival, we were met with a dirty and worn environment that was clearly not well-maintained. Hospitality was absent; there was no opportunity to speak to anyone in person about our concerns. The accommodation itself was subpar. The beds were too small and uncomfortable for two people, and the sofa bed for the children provided no comfort either. The furniture was heavily worn, far from the 'modern' look advertised. The online help desk was not only incompetent but also rude in their approach to our complaints. I will never return to Stayoo London Waterloo, and I would strongly advise against it to others. It was nothing short of a waste of money and time. Please do not believe the photos; the reality is far from the promised experience.

Be careful, was supposed to go this year 30th Dec - 2nd Jan and had the booking secured 1 year (booked last December) and they cancelled the booking 4 weeks prior! Ruined my New Year Holiday - the reason given because the Property Manager wants to stay there for that period. Utter disgrace!!

Booked this apartment for 3 days for the London Marathon. With less than 24 hours before we arrived, the property simply cancelled our booking with a mention about a heating issue. Despite requests asking for help to find an alternative place to stay (this was marathon weekend!) the owners did absolutely nothing and left us high and dry. Absolutely dreadful experience and I would not want anyone else to experience this.

PRO: Stanze molto ampie, arredamento abbastanza nuovo, posizione comoda con metro. Disponibilità dei gestori (siamo arrivati al mattino e ci hanno consentito di depositare le valigie anche se l'accesso era consentito solo dalle 15.00). CONTRO: Il divano letto era assolutamente inutilizzabile, diviso in due parti di cui una rotta. Abbiamo chiesto il cambio della stanza ma non è stato possibile. Sono intervenuti per sistemarlo, ma era comunque inutilizzabile.