Pass The Property Omdömen 

First we had to pick up the keys from a place near the train station. Then we headed to the apartment and, to our surprise, it hadn’t even been cleaned. If someone hands us the keys to the apartment, it should already be ready. Anyway, we left and informed the owner that the cleaning hadn’t been done, so we were going out. We stayed in the apartment for 3 minutes. Two hours later, the cleaning team sent photos to the owner claiming we had damaged a bed in a room that we hadn’t even used. LIES — when we arrived, that room already had the sheets all messed up and the bathroom was disgusting. We’ve been arguing about this until today and the only ‘evidence’ they had was a photo taken by the cleaning team. The owner offered no support whatsoever to solve the issue at the time. They left just one roll of toilet paper in each room for two people for three nights… surreal!! Not to mention the rest, which I can’t even recall now. Awful!! Never again.

Awful experience with this company, the pictures online make it look lovely but it was run down and dirty with an old mouldy smell. Everything’s been done really cheaply. Their logo of “hassle-free luxury property management” is a joke, it’s so far from that it’s unbelievable they are advertising themselves as such. The house was more like tired student accommodation. We even had to go to the shops to buy a frying pan as the only one there was a very small, old crappy one that you might take camping at best. The oven barely worked it was so old and cheap, it was hard to cook a meal for us all. There were cigarette buts all over the garden and old blood stains on the linen. The floors were sticky throughout and the carpets were old and smelly. It was just so upsetting to be there with my kids. We had to wash everything that came out the cupboards as it was covered in dried stuck on food. Even the smart features on the tele didn’t work. To top off the disappointment, we left behind a new Carhartt t-shirt drying on the banister in the rush to get out with 5 kids and on reporting this to the company I was told they were not obliged to handle any items left in the property! After a painful 48 hrs of back and forths I finally heard that their cleaning team apparently didn’t find anything. In other words have stolen my item. I’m just so shocked at how this company operates, they do not look after their customers, I have never stayed anywhere that doesn’t handle lost property. Will never book again with this awful company, totally below par all round!

Cancelled my booking for 23rd cos it was for my 22nd birthday

The flat we rented was great. Good and safe location and close to 2 tube stations. Bedrooms were spacious. Wonderful to have 2 bathrooms since we were 4 adults. Kitchen was well stocked with a big fridge. Living room/dining room was huge. Very clean. Lots of towels and toilet paper. Would rent this flat again. And we really appreciated getting in 2 hours early!

Bad area. Place was in bad shape. Not very clean and didn’t smell good. Ended up leaving because it was so bad and joining another place

Great communication, property was clean and tidy and well located in the centre of Cardiff.

Amazing place, great location close to shops and the town. Very clean and stocked up with everything you could need

I hate writing bad reviews and always try to resolve any issues I have with the company directly, however I’m afraid Pass the Property are uninterested in resolving issues, repeat custom and are incapable of a basic admission of where something has gone wrong.
My family and I (party of 5) recently rented a property for 2 nights - the property was able to accommodate up to 13 people and according to the listing was modern and stylish, however the reality was far from the shiny pad shown in the photographs.
After travelling 4.5 hours to get to the property we were ready for a cuppa, however there was no teapot, on further investigation there was no cafetière. The listing stated a ‘fully equipped’ kitchen but apparently this does not stretch to tea/coffee pots and as they were not specifically listed, Sheilla (customer service mgr) was not sure why we would expect them to be there! In hindsight I guess it was lucky there was cutlery even though this was not specifically listed - I would hate to be on the tea run when there were 13 people all looking for a brew.
My elderly parents were with us (both 78) and on arrival we found the stairs to be extremely steep and unsafe and also on the middle landing part of the floor had been cut away to accommodate the top step. There were motion sensor lights that came on so you could see where you were stepping however one of these was not working making these stairs treacherous in the dark. When we raised this with Sheilla, she helpfully suggested that if we had had any concerns we could have raised them in advance. The only issue with that logic is that there are no photographs of the staircases on any of the listing photographs so unless we have psychic powers how would we know?
We had concerns about the hanging spaces, or lack thereof, but we were assured they are “stylish, modern industrial-style wall mounted hanging rails” which they were, however, there were 1 or 2 hangers on each - not great when there are no coat hooks anywhere in the house that accommodates up to 13 people. There were also no mirrors in any of the bedrooms, however, the listing did not state that there were mirrors so again why would we expect there to be?
Our major concern was the cleanliness of the property with Sheilla asserting that they “take such matters seriously”. We sent over photos of the disgusting oven, dirty blinds, shower cubicle and window sills and at that point, Sheilla stopped communicating with us.
Clearly this is a business designed to make money, that’s the whole point, however it’s laughable that Pass the Property are so arrogant that they can’t even acknowledge that something may not be quite right and heaven forbid they actually agree with a customer that they could do better. That is not a sign of weakness, actually it generates goodwill and therefore repeat business. I don’t expect to hear from this company again, they don’t care about my custom but please think twice before booking a property with them.
I should also mention that this property has no reviews and yet it appears to be booked out every weekend - strange!

**update after 1st response from Pass the Property** you have already said all this to me! You are missing my point completely, can you not see how unsuitable 1 and 2 hangers per room is when you advertise capacity of up to 13? Can you not see how you do not, in fact, have a fully equipped kitchen when you do not have basics like a teapot? I have never disputed that the listing said they should have been there but commented on the expectation that they should be there when you use terms like ‘fully equipped’.
Again had the listing on the property had photographs showing the whole property including the stairs then this was not have been an issue - your listing is at fault - tell people the reality and allow them to make an informed decision on whether or not they want to book after being aware of the full facts. You have still not commented on the fact that one of the stair lights is not working making these stairs very dangerous.
Finally you have still failed to comment on the photographs sent showing the filthy oven, the blinds covered in paint, the dining table covered in paint, the fridge supported by cardboard to stop it wobbling! What a joke.

Good house. Fast responses

Wonderful stay! Everything you need for a big group!!! All you need! Thankyou!!!

Any questions i asked were promptly and politley answered very quick at getting back to you very polite and helpful highly recommed looking forward to the stay

Great experience, very easy to deal with and very helpful

Great to deal with. Looked after us well and accommodated our requests. Thanks

The house was clean and comfortably furnished, comfortable firm beds and a well organised, functioning and well equipped kitchen. There was a pool table, table football and other nice things to pass the time.

Located a little bit out of the centre, however in a nice quiet road with a huge Morrisons a few minutes away. I would definitely recommend this house for any large family staying in Cheltenham.

I've recently enjoyed a 10 days break at the above property located at Lower Oxford Street; the apartment was quite nice, with modern furniture and simple, inspirational kitchen design. The bathroom was a bit tiny, but functional. Satisfactory bedrooms space, with 2 beds. I would recommend this accomodation unreservedly.

Great location

Very accommodating and very thorough information ahead of our stay!

The support team was helpful and we loved our stay

Property itself was spacious, light and well located. Good facilities. But it was clear that guest comments over 3 or 4 years had not been addressed. TVs in bedrooms did not work, shower leaked into the living room below, slats on the bed were loose. As soon as we entered, we were met with an awful smell from fishing kit left in the entrance lobby. In the living room, the floor under the sofas had not been cleaned and there was food there. A pill was left on the bedroom floor. The cleaners addressed these issues on the afternoon of day 2.
Our messages were promptly answered.

Great communication ahead of event, house in Bristol was perfect for what we needed and Frecious was extremely responsive and accommodating to any questions I had.