索霍区旅游套票 | 索霍区机票+酒店优惠低至 4 折

We had booked a room at Montcalm Mayfair Townhouse but upon arriving were told that our booking has been changed to Montcalm Mayfair Autograph. We had made the reservation for 3 persons and had booked a 25sqm room. At the Autograph we were made to wait for the hotel to find us a room for over 1.5 hours making us miss our dinner reservations. We were given a two-person room that just barely fitted the extra bed, which you had to pass sideways to get to the other side of the room. Our room was also situated in the basement with hotel staff walking just outside our window so the curtains had to be closed all the time making the room very dark and stuffy. There was a maintenance room just outside our room and they had left the door open for the whole night so that it sounded like some one was vacuum cleaning outside our hotel room. When complaining about this, the junior manager behaved very inappropriately towards us, trying to gaslight us by telling you can't hear the maintenance room noice in our room and later that we have made the booking for just 2 people instead of 3 and that the room they gave us is better and the same size as the room we had originally booked at the Townhouse. They tried to make us cancel our booking instead of trying to find a solution to the situation. At the same time we saw that the room we had originally booked on Hotels.com was free and bookable on the website, so I feel like this is a scam that they do.

For checking-in, I was supposed to collect a key from a shop and was sent an address + a code to pick up from. They ended up emailing me the wrong address and/or code so I was unable to pick up my key at check-in time (3pm), I had contacted the support who then gave me a different code, which didn't work, then another different address, which didn't even exist. I then called up the support once again, from which it was escalated to a manager who AGAIN gave me the wrong address and/or pick up code. I only managed to collect my keys at 9pm (6 hours after check-in!) ONLY because the shopkeeper helped out UrbanChic's support as their support staff (all 3 that I talked to) were completely incompetent. It was bad enough to expect someone to collect keys from a shop (which wasn't stated before I paid for the place), but to email someone the wrong address and check-in codes + have the support not pick up my calls with no place to go along with my luggage ruined the whole stay, I missed my plans that I had to attend to that evening and was not offered any sort of compensation whatsoever. The property however was quite pleasant. Would recommend the property, would never touch UrbanChic ever again.