We recently stayed in an apartment ran by this group, which is located in a different address from the main site. They seem to have apartments in residential blocks, that they rent out.
The customer service is very poor, the staff is rude and unflexible, and "computer says no" seems to be the norm.
In spite of my clear request at the time of booking for twin beds, since two of the people in the group were elderly and needed easy access to the bed, we were given a bunk bed, a sofa bed and 1 poorly maintained double bed, which mattress kept throwing my poor mother and her female friend (not her partner) who had to share it, on to a gap in the middle.
Getting the keys and accessing the property is a tremendous hassle, the apartment was not clean, the TV is minuscule and ancient, the remote control didn't work.
The worse of all was having to deal with the staff.
This apartments are only suitable for young people who are in the city only to have fun and drink, so that they can just fall wherever they do and fall asleep.
disappointing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
22 October 2010
I am really sorry to hear you did not enjoy your stay with us. The appartment you stayed in is a two star apppartment and it specifies on the booking page that it is basic accommodation and better suited to groups of friends looking to enjoy the city. It also states that the apartment is made up of a sofa bed a double bed and bunk beds. You cannot reserve twin beds in an appartment which does not have them. It was a very busy weekend in Edinburgh and had no other apartments available as opposed to the one you booked through laterooms, and so we simply could not move you. I myself tried to sort out alternative accommodation but it was not possible. We also spoke to you several times on the phone regarding the booking, and told you that de to the stairs the apartment would not suit you if you had mobility problems. Your answer was that it woul be okay. Recieving the keys is never a hassel it is a a very straightforward however you did not read our terms and conditions, and used the excuse you booked late at night to try and avoid paying an apartment. When you complained that a sofa cover was dirty we immedately sent cleaning staff down to schange it. We also apologised profusely for the dirty sofa cover. Every other problem you encountered however was due to the fact yuou did not read the terms and conditions on laterooms. I am very sorry you didnt enjoy your stay but Laterooms is very clear and makes a point of urging you to read the terms and conditions. Thank you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
