Marlin Apartments Omdömen 20

Booked for one night, service was terrible an room was very dirty

We had a very poor experience at Marlin Waterloo Apartments. On arrival, I was incorrectly told I hadn’t paid, despite having paid in full weeks earlier. The TVs had no remotes, which I had to report the next morning. On our second night, the apartment lost all power- no lights, fans, fridge, or Wi-Fi - and no suitable alternative was offered. Communication was slow and unhelpful, and the handling of a duplicate payment was inconsistent and delayed. We ended our stay early due to the disruption. While the location is good, the service and management were simply not acceptable.

We stayed on 4th April whilst looking after our son who was in Guys hospital. I noticed a £150 charge on my account which they said was for smoking in the room, funny as none of us smoke, never have. A Rip off.

I booked Marlin Apartments recently and made a mistake with my booking. I contacted the enquiry line and dealt with a member of staff called Allesandra. She corrected my booking without any fuss. She was friendly and helpful and made the process very easy. I would recommend Marlin Apartments on this alone.

I mistakenly booked twice for the same night because I had received a misleading email telling me that my reservation had been canceled.
I wrote asking them to help me clarify my situation, but stressing out that in any case I obviously did not need 2 apartments for the same night.
I felt safe, thinking they were here to help…
They responded by email to confirm I had indeed booked twice, 3 hours before the fateful 48-hour cancellation deadline.
I was traveling and could only call one and a half hour past the fatal deadline but still 2 days before D day!
I was so astonished by the lack of comprehension and customer care I received. Instead of trying to find an acceptable solution to both parties, they very long emails to explain that they were in their right and that I was going to pay for 2 bookings!
The reservation manager had the chance to make up for that very bad experience as we were unfortunately forced to stay an extra night in London due to a train cancellation.
With no surprise, she was once again completely inflexible. No possibility to transfer the second night paid wrongly, no commercial gesture, no attention at all to her customers.
They are litigious and do not care a bit about customer relationship.
A sickening and expensive experience!
To avoid absolutely

Robin Ahmed in Canary Wharf apartments was a wonderful host, really help us with everything during our stay’ went above and beyond with request! Lovely guy! Defo recommend staying here and will be using this apartment again for our next stay!

Apartment was nice and spacious, clean and well equipped. It is in an ideal location for the O2 and the secure underground parking was very useful. However our weekend stay was spoiled by the water damaged ceiling in the lounge, pool of water and plasterboard debris on the floor which when reported to reception was, firstly acknowledged by them because the cleaning staff already informed them about the problem when they were preparing the room before we checked in. Then the only options offered to us were; put up with the mess or put up with a building team coming in to repair it. Very disappointing!

Sucio, mal olor, tubería rota que nadie arregla. Falta de limpieza. No dan comodidades (da igual que vaya una persona o cuatro, da igual que vayas un día o 5 días, solamente dan un gel de ducha de 20 ml, un champú de 20 ml y dos rollos de papel higiénico) aunque pagues por 5 días. Solo hablan inglés. Solamente 2 ascensores para cientos de habitaciones. Mantenimiento nulo (ventana sin apertura). Limpieza nula en las zonas comunes (basura por los pasillos, ascensores, recepción...). Puedo enviar fotos para probarlo.

worst experience ever.
Their duty manager refused to provide any evidence of a double-charged payment.
I provided bank statements and other questions they asked.
The problem is their self-check-in service. Worst ever. They don't even have a normal card machine.

Currently at London city queens street. Excellent location. Sofa bed is unfit for purpose, reception gave us another duvet to lay on to make it bearable. We ended up sleeping on the floor (£488 to sleep on the bloody floor). TV wont connect to wifi so cant access our Netflix or Amazon TV. Lots of dirt under glass on coffee tables. Bathroom has flaking paint all over. Not worth the money.

Pros
1_The apparent was huge and nice.
2_ the staff gave us the smoothest check in of all time, I would like to thank Natasha and Credu - sorry if i miss spilled the names- where fantastic and exceptional.
Cons
1-My only issue was the childrens crib they didn't provide me with one altho it was mentioned in the booking.

Absolutely filthy, unprofessional, staff not listening to requests etc. We have been staying here for a while as temporary accommodation. When we arrived, the flat had BED BUGS, had not been cleaned and he fridge was broken. The staff have lost our post for THREE months in the past and the worst part is we have to BEG them to come and change the bed sheets and do the cleaning service every day to remind them as it has been almost 2 weeks now and they have not come and my daughter is in bed all day, vulnerable, on immunosuppressants and a lot of medication and needs the beds changed. They do this every week. Disgusting. We keep asking the cleaners to come in the afternoon on Wednesdays too (we ask the cleaners and reception) as my daughter is not very mobile, severely unwell and even worse in the morning but the cleaners keep coming any day and as early as possible i.e: 8:45- 9 am (when they come that is).

Marlin Waterloo has poor reviews on every review site including Glassdoor, Booking,com & Trip Advisor. The reason is the management. They are poorly skilled, bad managers who can't manage the simplest of facilities management tasks & stroke each others egos like characters out of a Mike Leigh play. Their idea of training is a joke as it is virtually non-existent and it attracts people who aren't interested in efficiency. The staff are like very inexperienced sheep

Stayed at Westminster Bridge Road aparthotel. Nice clean lobby, friendly staff. Room was great and clean. Ideal for when you need to visit Evalina Hospital and the London eye etc!

Vile!!!!! Do not stay here! when checked in we was faced with an oven door hanging on by one hinge - major heath and safety risk. The front desk didn’t give a toss and took numerous visits to the front desk and calls to get moved apartments, members of staff clearly found this funny as when approached they had a great big smirk on their face. So when moved to another apartment we was faced with a dirty sofa bed not made from the previous guest. The bed had crumbs left in with the old sheets still on, yes During Covid!! When queried if the manager would be happy to stay in those sheets on arrival when checking into an apartment costing £600 he said it’s okay as it’s Covid secure and has been left 24 hours hahah. Erm what?!! Since when was it ever okay to sleep in dirty used sheets never mind during a pandemic?? The glasses were dirty, they had left over Coca-Cola left in the bottom of the glass with lipstick stains on each glass nearly.. Again Covid secure? Manager was rude, unhelpful and totally useless! What a disgrace of a place, happy to take your money and put you up in a hell hole with no tosses given and yet booking.com think this is okay, I don’t know which is worse… AVOID!!!!

Very disappointing stay. THe apartment was disgustingly dirty and no covid safe.

- Sofa bed was not changed on arrival. When we went to make the bed we were disgusted to find that there was dirt all over the covers and even a used face mask down the back of the sofa. We complained at this and the bed was immediately cleaned and changed, so happy this was resolved however it just shows that the apartment was not cleaned properly.

- The floor was filthy that you could not walk on it with bare feet or socks. Just wiping the floor picked up the dirt and much that was on it.

- There was a used snotty tissues under one of the beds. We found it on the final day and placed my hand in it by accident. In this covid age, this is not protecting us as a customer.

- We also found a nitrous oxide that some previous customers had left behind that would have been used for their recreation drug. As I had young children, this is unacceptable.

- There was pubic hair around the toilet brush that was there on day one.

Overall disgusted and wouldnt use again

I recently stayed at Empire Square Marlin apartments. The building was well maintained and the flat itself was clean, very comfortable (lovely beds and linen!) and well looked after. The staff couldn't have been more helpful.
The only very minor negative is the décor is rather dated.

Other flats that are not marlin smoke cigarettes and weed. And there is nothing done to stop ot. You can report it all you want. All you are told those are private flats and we can not do anything. The building doesnt feel safe. A lot of antisocial behaviour both around the building and inside. Leaking showers, horrible water pressure. And best yet water supply gets cut of including cold water at random times. Takes hours to get it back.

Good value nice room. Canary Wharf branch!!

This is the content of an email to Marlin that despite the promise to reply within seven days has, 10 days later, received no reply. But at least we got an automated "Rate your experience" email.

Sir

We just stayed at the Marlin, Empire Square, Room 146.

There was a massive mix up when checking in, when after a 5 hour drive to get there, we were greeted by officialdom and confusion, only saved by the intervention of a supervisor. There is no map to get to the car park, yes it’s easy when you know where it is, but the receptionist was unable to describe it beyond, “turn left”. We were given a room and then had to change it because the receptionist read the instructions on file only after issuing the keys. We were asked to pay £15 a day parking (£75), which was an unpleasant surprise.

It’s a matter of taste but we thought the room was soulless. The apartments in your photos are better, but if I understand correctly from the receptionist these are for permanent residents and are not for rent - so either I have misunderstood or you are misrepresenting the offer. (Interestingly one of the posters on Trip Advisor was able to rent a 7th Floor flat.)

But more substantially, the toilet leaked, the bathroom was dangerously, frighteningly slippy, and had no hand rails (I thought this was illegal), and the tiles dirty. The sofa had collapsed, there were chairs missing and so there was nowhere comfortable to sit in the whole place.

The curtains were filthy, maintenance is poor, the floor is wavy and the repairs can be readily seen and are amateur and unfinished. There were few surfaces to put things on, no hooks in the bathroom so clothes go on the floor, two toilet rolls for 5 days, no cleaning materials and no cleaner. There were no net curtains so we did get to enjoy watching the neighbours do their ironing.

The corridor floor carpets are amazingly water stained throughout (there has obviously been a massive flood at some time) and should have been thrown away, and the corridors stank of cooking.

The receptionist didn't answer the phone at all and the call often went to a mobile voicemail, and we had to go down to ask them if they would do something about the noisy neighbours - they said they would and didn’t - and so we were kept awake half a night.

We checked out of the soulless place early (booked for 5 nights and left a day early as soon as our arrangements allowed) and felt cheated. We will not be coming back and would like the assurance of our travel agents that he will never send anyone else to stay with you in the future.

Unfortunately, we left a charger plug and called to see what could be done.

So after spending approaching £1000 to rent a disappointing and dirty apartment and paying extra for parking, the receptionist insisted that you would not post it back to us: Quote: ”We have it but it is not our policy, you must come and pick it up” - a round trip of 500 miles. You still have our deposit and apparently, we won’t get it back for up to 10 days.

I don’t need an apology, though no doubt you will offer one.

I don’t expect a refund, though you certainly should provide one.

I do want you to have the common decency and good grace not to demand that we drive 500 miles to pick up a plug. Post it to us please.

If I put aside all our complaints and try for a dispassionate summary, I would describe Marlin Empire Square as shoddy, unprofessional and very far short of your descriptions of it.

Would you care to explain any of the above Marlin?