Your Apartment - 26 Regent Street

On checking into this place the apartment was unclean, with multiple stained floors throughout the property and dirty tissues left both in the apartment and on the outside terrace, this was raised with the team immediately on arrival, but no offer to rectify this was made. Our main issue though was that only one key was provided meaning as we had booked for 2 adults we had to make use of the lock box throughout our stay so we could enter and exit the apartment separately. Unfortunately prior to our check out time the cleaner decided as we were using the lockbox, she could enter the apartment and throw away a number of our belongings, we ended up returning whilst the cleaner was still there to collect our final belongings, but they were already in the rubbish or fully missing. We have been offered a measly £40 compensation, despite the absolute failings of yourapartment, which will not even cover the belongings that were thrown away, let alone the cleaner being rude and trying to stop us entering as she was cleaning, despite the fact we had not yet checked out, were prior to the check out time and were still allowed to be in the apartment.

Do not trust this company. I left an antique ring in the room and reported it within 2 hours of check-out. Their team confirmed IN WRITING they had found it, sent me a photo, told me not to come back, and took my pre-paid postage to mail it. After 20+ days of “we’re checking,” they admitted they lost it — and refused any compensation, hiding behind a “not responsible for items left” clause. They held my property, took my money, lost it, and won’t take responsibility. The apartment was also badly maintained: the hairdryer was burnt out and unusable, the “shampoo” and “body wash” were identical cheap refills that smelled awful, the shower control was cracked with sharp edges, and the shower head was clogged and dirty. Unreliable and unaccountable. I would not stay here again.

Before booking please check out the Trust Pilot reviews for this company. Before arriving we were informed via email that we could not check in without signing over £150 as a holding amount for the period of our stay. There was no mention of this when we booked and if we'd known this we would have looked elsewhere. The disappointment of the Your Apartment chain amplified tenfold upon our arrival when we realised the code to access the apartment didn't work and when we phoned the customer service they were reluctant to help us and they were happy to leave us standing in pouring rain whilst we struggled to get online with poor signal to find an email that contained yet another code that we were to use. Upon accessing the apartment the truth of the fraud came to light. The apartment was filthy and covered in stains all over the carpets, wall and sofa and with thick dust on the table, many things were broken and not working - several lights, the extractor fan, and utensils with chunks missing from them. There was hair embedded into a dirty rug which covered the floor of most of the flat. Not only this but this was not the deluxe room we had booked and paid additional money to stay in for a special occasion. The room was much smaller and did not have a four poster bed or fireplace as advertised. I called the customer service again to inform them of the issues and they cut me off repeatedly without answering my questions or giving me any explanation and insisting that this was the room I booked. There was no response or even a hint of surprise when I mentioned how dirty the place was (as if this is something they were accustomed to/were expecting to hear as it happens every single day) and I imagine that's because this is the very abominable standard that this company works to. The only response I received was via the impersonal WhatsApp service where a template reply had been pasted saying that there was nothing they could offer and that what I mentioned was wear and tear. Please do not be tempted to book here- the photos are nothing like the apartments and all these people care about is taking your money- you have no other value to them other than that. We were so appalled that we forfeited the money we spent and booked a hotel instead. The disgust we felt at the apartment and the actions of this company prevented us from spending a moment longer at this truly miserable excuse for an apartment.