Queensberry Place by Stayo

⚠️ BEDBUGS, we stayed at their south Kensington hotel apartment and have been beaten by bedbugs . When we informed them, they refused to provide any report of inspection of the room. They also refused to provide any compensation for the désinfection we have had to make from our suitcases.

Negative star rating if this is available. Poorly trained staff, extremely obnoxious to deal with and warning: the property does not have a functional lift. Completely disregarded people who are at the extreme of ages, challenged by mobility etc. Poor quality accommodation with deceiving pictures on their advertisement. You can thank me later for warning you about this completely disorganised and indifferent company called Stayo.

Hi I have contacted multiple times , as soon as I booked this property my credit card was charged this booking is for over 12 months into the future. I canceled this due to date changes less than a day after booking. I have reached out to the property multiple times with no answers I have spoken to booking com multiple times who keep telling me to wait and wait and wait. It has been 11 weeks since and I still have not received my refund of $2066. This is unacceptable. I am now under financial strang because of this and to make things worse I am getting charged interest!!!!!

This property is NOT accessible to those with injuries, mobility issues or young children. We booked unit 12 - described as a ‘penthouse’. What is not described in the listing is that this unit is on the 6th floor and that the kitchen is up another flight of stairs within the unit. There is a lift, but it has ‘not working’ tape all over it. If your party has any issues at all this is completely not suitable. When I contacted Stayo management company about the omission of the fact that there is not a working lift to access the 6th floor unit, the blame was placed squarely on us as the guests. They said they never advertised that there was a lift. True fact - yet they also didn’t disclose that it was a 6th floor walk up either. They clearly knew the situation with the property and it was if they trying to hide this. The property is in a fantastic location and the unit is quite nice and clean (except for the poor quality of the mattresses!!), but this particular property can really ruin a great trip with the accessibility issues. I will say the management company was responsive - but you should read that as we had issues and needed to contact them which is how we know they were responsive. On our second morning, the fire alarm inexplicably went off (only in our unit and there was no fire) and we could not get it to shut off. We were told someone would be there in 2 minutes. 25 minutes later, it sounded again and no one had shown up. Finally after another call, someone showed up and turned it off. We were told it was the ‘battery’. I’m sorry, battery issues usually cause that little annoying chirp indicating it’s time to change it (not a full-blown alarm). It did finally get resolved. The shower door did not fully close either, so tons of water from the rain shower head seeped onto the bathroom floor, which we didn’t have enough towels to take care of. For our three days in London, this was a lot to deal with. A hotel would have been easier and more enjoyable on all fronts.

Literally THE WORST EVER COMPANY. I would advise anyone not to book or stay with this company! Firstly they lied about the lift at the property, they didn’t care that I was taking my 77 year old mum with no working lift on the property. They offered me alternative accommodation that was nowhere near the location I needed. They are rude, unhelpful and ignore anything you say in emails. They have bombard me with messages to upload documents and to pay deposit even though I’ve already done it. I constantly see lame generic responses to countless bad reviews and yet they are still trading! It’s absolutely disgusting. Simon Scott is their CEO you can find him on LinkedIn, however he’s so disinterested in any complaints that I now understand why the company is so poorly run. I hope this helps anyone out if they are thinking of booking with this hideous company.

The location firstly is great. For museums it’s great. But unfortunately that’s where the positives end. The apartment has zero sound proofing so you will not get any sleep as every single noise from the apartments around you will be heard. Literally everything. The lift has been out of action for months so tough luck if you are unable to use stairs. The bed is the worst I have slept on. You may as well take a pile of bricks and sleep on that. For the money, total and utter piss-take.