We stayed here for 3 nights and for the first 2 nights, we suffered from the foul smell coming from the second bathroom. Since we had a long flight (over 30 hrs) and big day, we put up with the smell for the first night by spraying perfume in the bathroom and closing the door. The next morning, I mentioned it to the person at reception (Mr S) and he said he'll get someone to fix the problem. We got back late the 2nd night and the smell was worse than before. Again, so tired and had no energy to raise the issue, we went to sleep but my poor son who was sleeping next to the bathroom felt sick because of the smell. The following morning, I asked the person (Mr J) at reception to come up to the room so he knows the extent of the problem. He was apologetic and said that he'll arrange a new room for us. We then packed our things so then we'll be ready to transfer room on our return that day. When we got back that night (8 PM), the person at reception (Mr S) (Note: I was first in the queue but ignored me and attended the next couple instead)- said in an intimidating tone that the problem had been fixed (blocked drain, hence 'sewer' smell) and that Mr J should not have promised a new room for us. Mr S was right, the problem was fixed ... HOWEVER Mr S was rude and hostile. He sounded as if the problem did not occur so I have no reason to complain. I can't believe people like him works in the hospitality industry. I should be refunded the money I paid in this apartment, considering my son got sick. We were away for 24 nights altogether but our stay at Think Bermonsdey was the WORST ....
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
8 May 2012
Thank you for your recent review on Tripadvisor. I was sincerely saddened to receive your feedback on your stay with us and would like to take this opportunity to comment. Since investigating your stay further, it is clear that you received a lack in customer service which is unacceptable. Over the past 18 months we have endeavoured to provide a high level of service to our guests by investing greatly in the training and development of our Front of House teams. Our 24 hour Receptions are a true asset to us enabling us to resolve issues promptly and effectively. I can only apologise that on this occasion you did not receive the expected service. Due to this instance, over the coming weeks our HR Department will be working alongside our Front of House Team implementing further Customer Service training to avoid such instances occurring in the future. I would encourage you to contact us directly on your next journey to London so that we can make the arrangements for you and restore your confidence in Think.
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Chief Executive, Think Apartments
This response is the subjective opinion of the management representative and not of TripAdvisor LLC