Stayo Waterloo

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Mandy Sim

1/5Google· a year ago

Booked in September and cancelled within a day as I’d changed my mind after reading reviews. Prepayment was taken straight away and I’ve just managed to get a refund 3 months later after a payment dispute through my bank. Same story as everyone else is saying….IT problems and phone back next week. Have patience and wait a few more weeks etc. Absolutely shocking that they are still on booking.com. Can’t comment on what the place is like as obviously didn’t stay and certainly would never book this place in future due to my experience with refund.

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F6987UJmarias

1/5Tripadvisor· 9 months ago

I booked this apartment through BOOKING.COM in Feb 25 to stay in Sept 25 in London. They charged me the full ampunt in March 25; when arrived with my family on Friday 26th Sept 25 the apartment owners did not show up. That same Friday I was provided with another apartment by booking,com but I HAD TO PAY AGAIN ANOTHER APARTMENT; one month later I was paid by booking the price difference but I WAS NEVER PAID BACK THE APARTMENT THAT I HAD BOOKED THROUGH BOOKING , SO I WAS CHARGED DOUBLED, AMOUNT WAS 1.323 €. I started getting in contact with BOOKING.COM VUSTOMER SERVICES, 4 MONTHS OF UNPRODUCTIVE CONVERSATIOS WITH 200 PEOPLE, MAILS, CALL ETC ALWASY ATARTING FROM SCRATCH, SENDING SAME INFORMATION IN DIFFERENT FORMATS TO PROVE WHAT THEY CONFIRMED AND TO PROVE I WAS CHARGED....finally I got my omeney back from my bank customer service, even after 10 motnhs, they claimed for it. in summary BOOKING.COM IA A PLATFORMA THAT DOES NOT PROTECT YOU AT ALL, WHICH GUARANTEES NO SERVICE, WHCH CHARGES A FEE TO YOU AND TO THE HOTELS/APPARTMENTS AND WITH A NON EXISTING CUSTOMER SERVICES WHICH TRIES TO DEMOTIVATE YOU FROM CLAIMING YOUR RIGHRS, IN ESSENSE THEY DO NOT ADD ANY VALUE. SO I ENCOURAGE YOU TO USE IT AS A FINDER BUT NEVER EVER DO TRANSACTIONS WITH THEM.

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Trek08958950796

1/5Tripadvisor· a year ago

Do not book with these people if there is any chance you might need to cancel or change your dates. We booked two rooms using the ‘free cancellation’ option on Booking.com, one year before our travel. Despite the conditions saying ‘pay the property before arrival’ the full amount - over £2000 was taken out the same day we booked. A couple of months later we needed to adjust the dates and reduce by one day. However, the cost for three nights was going to be more than the original four, so we opted to cancel and book elsewhere. That’s when the nightmare began. We were first told the refund would take ’30 days’, which seemed excessive, however we waited. At 30 days we enquired on the refund and were told it was ’30 working days’ so we waited again and no refund arrived. We messaged the property to be told they had ‘technical issues’ preventing them from issuing a refund. It’s at this point that we read other reviews and realized we were likely in for a long battle to get our money back. We called and emailed them many times and received the same lies about having technicals issues. Funny that these so called technical issues don’t prevent them from taking peoples money in the first place. They’re obviously having money issues if they can’t afford to refund people even when they re-book the rooms at higher rates. After 3 months of contacting both them and the booking site, it was Booking.com who ended up refunding us, only after they gave the property 4 chances to do this themselves – each time allowing them 5 days to respond to the request. If you read the reviews on here you’ll see that they’ve been using this ‘technical issue’ lie all year. If they’ve been having an issue like this for a year, then it’s about time they changed banks. Also, there is nothing stopping them going into a bank and processing a refund. These people need to be taken off Booking.com as they are liars who are obviously hoping that people will give up on their refunds so that they can keep this stolen money. DO NOT BOOK WITH THEM!

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F7106EBstephenm

3/5Tripadvisor· 2 years ago

Our stay was in apartment 5, level 3. Great location near waterloo station and places to eat. Security was also very good. Apartment was spacious and generally clean. The floors had been vacuumed but clearly needed to be washed. There was significant cracking in one of the windows. The bed in the main bedroom was small, most likely a double and not a queen or king. There was no safe to put valuables. The lift was not working upon arrival and we had the challenge of carrying heavy luggage up 3 floors of stairs. Thankfully a cleaner was able to help and this was greatly appreciated. This was in contrast to a call with management who said they could do nothing to get the lift fixed on a Saturday. Problems also arose during our stay when we were advised that workmen needed to enter our apartment for a full day to carry out ‘urgent’ maintenance and get access to the balcony. We responded by saying we do not consent to any strangers entering. We were on holiday and paid for this apartment plus there was no security to put personal items if we were not in the apartment. An email arrived stating the reason for the maintenance and we restated our wishes which included a days refund if the intrusion occurred given the fact we would not want to there if strangers were in passing through. Our request for privacy was ignored and an offer of compensation was clearly subpar. It was also clear that the maintenance had begun before our arrival and we should have been consulted beforehand so that we had the option of getting a refund and making alternative arrangements. I would consider the behaviour of Stayo to be unreasonable and unprofessional. Although they acknowledged our concerns, their actions did not match the rhetoric. We escalated the situation to our travel agent who strongly reiterated our concerns. This did not appear to be acknowledged. In the end, no maintenance men arrived at our door and we were not advised that they wouldn’t enter our apartment. This situation could have been managed much better by Stayo. It’s a shame, as we enjoyed our week in London and the very convenient location but the angst of dealing with Stayo left a bitter feeling.

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Julie Nguyen

1/5Google· Edited a year ago

It’s a complete scam. On booking it says free cancellation but they charge you beforehand and when you cancel, they don’t refund you and give excuses that their software for refund is not working at the moment. Complete lies. It’s been two months. Give back my money or I’ll call booking until they take you off from their platform. Update: booking did the refund instead of them, insist with booking to be refunded, I had to call them multiple times, do not give up!!

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Teresita Lopez

1/5Google· a year ago

Made a reservation through booking in march to stay on january 2025. They charged me the full amount 2 weeks after the reservation. In october they changed the place I was staying for a new one. I didn't agree with the new place so I canceled the reservation. It's been 2 months and I'm still waiting for my refund. They say that they can make it within 30 bussiness days. Well, the 30 days passed and now they say they have a problem with their system to make the refund. I had to go through booking to get my money back and they are giving me the refund because the place is not answering.

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Ian Ruffell

1/5Google· a year ago

Booked apartment through Booking.com with free cancellation. Payment was taken immediately, cancelled the following day 9th October 2024. Still waiting for the refund. Property advised that it would take 30 WORKING days to refund, which has now passed. Conplained to booking.com and even they are unable to contact the property. Bookin.com advised the refund should have completed within 15days as per regular refund ts and cs. Will NOT be booking any properties in this chain ever again.

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Miguel Sanjuan

1/5Google· 2 years ago

This is a scam. I do not recommend booking this accommodation. They charge you upfront and claim there’s free cancellation, but that’s a lie. Once you request a cancellation, they create obstacles to returning your money. I made the reservation through Booking and have been waiting for over a month to get my money back. I’ve seen more comments similar to mine. Don’t fall for this scam.