The check-in process was smooth thanks to the clear instructions from the property team. However, I encountered several issues during our stay that significantly impacted our experience. The flat, which is spread over three floors, was generally clean and tidy. However, there were some areas that were lacking in necessary amenities. For example, the second-floor shower room did not have any facilities to hang towels or place shower items. Additionally, there was no bathmat or hand towel available. The shower head was broken off the wall, and the bathroom sink plug was broken and emitted a foul odor. The bedroom and living room rugs where both damaged which caused a trip hazard.Make-up marks on the bedroom wall and just general wear and tear of a accommodation. While the kitchen/living room on the top floor was a highlight of the accommodation, the overall experience was marred by noise disturbances.The flat is located at above the neighbourhood restaurant bins, resulting in constant noise from the movement of bins by staff members throughout the day and night. Furthermore, passers by sounded like they were on the same floor due to poor sound insulation, leading to disrupted sleep each night. I believe that the accommodation did not meet the standards expected for the price paid, and the issues experienced had a negative impact on our stay. I had photos as evidence of the mentioned problems. As a result of these issues, I kindly requested a refund for some of the accommodation fees.But sadly I got no response to my messages while on my stay or emails to the property manager or team there after.So I reported the issue to Booking.com whom where very helpful in reaching out to the property team. I then sent the property a message via booking.com and received a response from the property manager accusing me of causing the damage ourselves and I just wanting a free break. I've never been so insulted. I am a health care professional so whenever I have the opportunity to take a break I appreciate it and I certainly have respect for people's property's and always leave places how I found them. So I was completely shocked that I would be accused of the damages, insulted and denied the return of my £200 deposit which i now have to fight to get returned.No apologies or accountability taken, very defensive and combative in response to guest issues when I contacted the property over the phone.Terrible customer service and care of your paying guests.
