The way they position their emails and communicate is an absolute shambles.
None of the marketing images match the location apart from ONE. Which is hidden amongst a PLETHORA ofbtoo many check in/out, unnecessary information gathering.
It's genuinely one of the worst customer experiences I've experienced (and CX is a topic I teach for thousands the world over)
I will use this onstage at conference for the rest of time about how NOT to create welcoming experiences
The flat itself is perfect for a weekend in London, location, cleanliness etc.
The shower was designed by a moron thom No ability turn it on without being IN it - ergo freezing blast before the warmth comes through. I was like a Morpheus in the corner of the roof fighting Agent Smith, rather than casually flicking it on.
The Door can be placed to open outward so easily. Lunacy.
Trying to find the code for the key box and front door was nigh on impossible due to the utterly unnecessary stack of emails.
Being "checked out" a whole day before I'd even arrived was deeply concerning, such that I went and found alternative accomodation whilst waiting for clarification to that my stay was still booked
Worst of all, it's all unnecessary. You don't need any of the data I inputted because I made it ALL up and still got sent a keybox code.
Which now feels suspicious.
Do not give them your passport or any other details after booking 🙏
It was clean, comfortable but everything else is at best a disaster. Or fraud.
