When we arrived there had been a mix up and we were directed to Albert Dock, the not apartments we had booked (and which I had seen on the web site) We were late arriving due to inclement weather on the M62 and an accident.

The first major problem we discovered was that the oven didn’t work in the apartment (we put our food in to cook whilst getting ready, it was still raw when we came to eat).

The furniture in the apartment was anything but four star, and certainly not “deluxe” , the chair and in particular the sofa was so stained you were almost reluctant to sit on it without putting something over it. The cheap nasty MFI wardrobe door was hanging off its hinges, there was no light fitting on the hallway light, the blindes were broken and tatty and the door handle fell off the door separating the lounge from the bedroom.

There was a hole in the wall , paint all over the ceilings , no hairdryer, or dishwasher (as described in the booking confirmation) a 1980,s style radio/cd player and an old fashioned television set (not flat screen plasma as described)… oh, and there were no batteries in the remote control !

We called the concierge/caretaker manager to witness the state of outr so called luxury apartment, he was appalled.

The standard of the room was not as described , not what we had booked, not what we had paid for.

When we complained (worried we may be blamed for the state of repair, décor , and stains ) we were contacted by the apartment owner, who couldn’t see a problem, and also told us he “discouraged” cooking in his apartment. (we have also found out from the care taker that he usually rents his apartments to groups of all male stag parties)

We were told to pack up and that you would find us another apartment. When we arrived at your offices we were told you had no apartments as booked, but had a studio room in your office building. BY this time it was close to hospital visiting time, we had spent all morning on the phone to Urban Chic and the apartment owner.We had no time. I had not booked a one room apartment , had I wanted a one room apartment I would not have booked a 2 bedroom deluxe apartment.

WE ended up booking another hotel and paying again, Urban chic saying we would have to go to Lastminute.com who we booked through for a refund, Lastminute saying we would have to go to Urban Chic.

I have written official letter sent by recorded delivery to Urban chic but not had the decency of a response.

DO NOT USE THESE COWBOYS .... PLEASE, GO ELSEWHERE ... DONT FALL FOR THE FLASH WEBSITE WHAT YOU SEE IS CERTAINLY NOT WHAT YOU GET.
Urban chic refused to speak to us even though we were in their office,they have not responded to emails or official letters.

THIS WAS MY E-MAIL FOLLOWING MY WEEKEND STAY
To whom it may concern,

Your website says the last word in “luxury”. My experience this past weekend at No11 Henry Street was quite the opposite.

It starts with having to check in a mile away with no prior warning, this is quickly followed by the inconvenience of no onsite parking. The first thing that hits you is the filth of the outside entrance which has clearly not been swept for months, coupled with the inside porch area not cleaned or had the bin emptied in what appeared to be weeks. The next indication that all is not what it should be is the stale dirty smell in the stairwell and corridor, followed by the dirty wooden decking that takes you to the luxury apartment that we looked forward to staying in following a 5 hour drive from London. Once inside we were met by the cigarette stench of the previous guests. The rooms were decked out with the cheapest furniture and fittings available with curtains either falling off or about to, coupled with some un-chic cheap light shades. One bedroom was completely devoid of natural light the other had a window but required a ladder to see out of. The bathroom however contained the biggest opportunity to find words that describe the opposite of luxury. 50% of the lighting not working, no hot water the first day as you had it switched off at the mains and not informed us, leaking shower screen with mildew all over the sides growing with vigour, a shower fitting that you had to hold with one hand as it’s so loose the power of the water makes it spray the ceiling, thus missing its intended target and drenching the bathroom to boot. The towels supplied were clearly intended to dry smaller people than a fully grown adult, additionally no soap or shower gel offered which is more in line with cheap Travel lodges not what you aspire to be, i.e. Urban Chic. In fact thinking about it my whole experience resembled more Urban Sh*t than Urban Chic. Extremely disappointing given your advertising on the website. Having recently stayed at Posh Pads at cheaper rates Id urge you to take a look at their offer and consider downgrading your pitch to perhaps “rough and half ready” or “why not try the council flat experience for a weekend away?”.

All in all I won’t be using your company again and will be advising our agents to take you off their list. On a positive note your receptionist was very polite and there was far too much wrong for me to burden her with as your premises needs both a refit and facelift.

Vile customer service, vile apartment. I would NEVER stay here again and would emplore anyone considering it not to.

We booked a two night stay at Urban Chic or Urban Cheek as it shall henceforth be known for the funeral of my Grandfather. We booked the apartment as it was advertised as four star luxury, central Liverpool accomodation and wanted the experience to be as easy as possible. It was appalling. Upon arrival we were given keys to an apartment which was three miles away from the reception. Luckily we had a car or would not have been able to get there without incurring the expense of a taxi.

We got to the apartment to find a very shabby lobby, some lights not working and crucially the lift not working. We had specifically booked the apartments as a lift was listed as one of the features. My elderly mother had to climb seven flights of stairs to the top floor.

There was a large hole in the lounge window which had been taped up with sellotape. There was a terrible smell of smoke throughout the apartment. There was a crack in the bath panel and bathroom mirror. The toilet seat was hanging off. It was dreadful.
The advert for the room had stated a free bottle of wine was included as well as tea and coffee. There was only a few tea bags in the apartment. There was no hairdryer.

We telephoned reception who subsequently told us that they had not put us in the apartment that we had booked as there had been a flood. They did not bother to tell us this when we were checking in. We were told we would be moved the next night to our original accommodation and 'very generously' they offered us a free bottle of wine to which we said we were meant to have anyway. They then upped the offer to two bottles of wine and 20% off our next stay. Insulting!

They told us to pick the keys up in the morning. We arrived at the reception to pick up the keys at 11am and were told that the keys were not there, but they would put them in a taxi to us at the, quote 'after party' of the funeral we were going to. This was highly inappropriate terminology.

We telephoned the reception after the funeral and the person we spoke to knew nothing about putting the keys in a taxi. We phoned again half an hour later and were again met with such incompetence that my sister had to leave the 'after party' and pick up the keys herself as we had no trust at all that the company would get the keys to us.

Upon arrival at the Henry Street apartments (billed as four star luxury) we were greeted with a party in the flat next door that went on until the early hours of the morning, a TV that was not working and a filthy carpet. There was also a bin bag full of towels for us to use, that were tatty.

The second bedroom had a bed that was two foot away from the wall, but about 5cm from other furniture with very sharp edges. As a result my mother cut her leg.

The entire experience was dreadful. This company made an already stressful occasion so much worse.

The Cinnamon Building in Henry Street is a fairly new development. It is ideally located equidistant from the Liverpool One shopping development, Bold Street (shops) and Liverpool Cathedral.

There is no on-site car parking however there is pay and display parking in nearby streets (free between 6 pm and 8 am). We opted to park in the multi-storey at Albert Dock for additional security.

We had apartment 17 and it was pretty much as described. From the entrance hallway there are two bedrooms with double beds, a bathroom in between them and beyond that a lounge/kitchen area. The kitchen was pretty well equipped - with even a corkscrew provided.

The quality of bedding was good, towels were adequate and there was washing up liquid in the kitchen. As mentioned previously, you need to bring your own soaps, shampoos, etc.

Furniture was IKEA basic buy-to-let standard although perfectly adequate and in reasonable condition.

The building itself was very quiet - it's a couple of blocks away from a main street (Duke Street) which itself isn't busy.

Security is good - we were given an access code for the main door and a second one for the door onto our floor.

Check in/check out is done at Urban Chic's Roscoe House property a short distance away. The reception staff were friendly and efficient.

Overall it was great to be able to stay in a convenient location, have the freedom to self-cater and the cost was way less than two hotel bedrooms. We will definitely be booking again for our next visit.