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Lift broken 1
First red flag
Reception staff not concerned 2
Second red flag
Walking with aid of a stick, no comment from reception about access for less able guests.3
Third red flag
Room smell was not pleasant , window would not open 4
I could go on ... noise,
Stained mattress and pillows ..

Always a warm welcome. Great rooms, good value, and a great location. Would thoroughly recommend it

Roomsbooked should be ashamed to say they provide 3 or 4 star accommodation
Dirty linen stains odours and much worse
Customer service is lacking any understanding of how to manage issues or resolve them
1 star
Don’t bother complaining as they fob you off…

If it was possible to rate them lower, I would. The Nelson inn Apartment Number 2, stank of feaces and vomit.
We gagged as soon as opened the door to the apartment.
We had to spend our first hour trying to clear the stench and had to go out and buy air freshners etc, and we kept teh windows open all night to be able to sleep .
An aprtment for 4 persons with sydio kitchen but you have to eat off the floor as there is no seating or table to eat from
The sofa was sooo dusgusting, we sat on the pillows on the floor as it was clearly not of the proprietors concern to deal with the complaints from other customers - I failed to read the reviews.
Wrote to them and explained and their staff are not allowed to deal with Customer Services, no response, Go elsewhere - two rooms at at national chain of travel lodges in premium inns would be a far better option that this.

No drinking water , even though it’s meant to be free !! Under licensing laws and hotel … they tried to charge £2-60 for a little bottle 250 ml .
Distinct smell of poo in hallways and room … avoid this place if you can .
Staff know nothing , no manager at the time 7pm until next morning then they were very rude and not the least bit apologetic!!

I stayed several weeks at the hotel and I am really happy about it. Charlie was really helpful, patient, and professional and he was always super willing to help.
The rooms are nice and practical and the location is perfect.

I spent 10 in ensuite room and was very happy.
Thank you Charlie I really appreciate your kindness
And l recommande this hôtel
See you next time

The below is the majority of the content in a complaint email I sent to the 'customer service' team, with the one star reflecting a comfy bed. Unfortunately I can't upload the photos which would clarify all the points below, but they were included in the complaint email. I, like someone else on Trustpilot, was offered a discount on a future stay in response to my complaint. I declined, and unsurprisingly I have heard nothing since - despite their claim that 'customer satisfaction is our top priority'. For reference, I stayed at the Nelson Street Apartments in Gloucester and I really wish I hadn't.

My main gripe (which is a polite way of phrasing it) is that your company has the nerve to take a £250 'damage' deposit from guests when what they are greeted with on their arrival at these apartments is so unbelievably far from immaculate in the first place! The disgusting state of the sofa was bad enough, only to find that the radiator in the living room had no thermostatic control on it - meaning that despite turning the heating off via the control on the wall (shown in the photo) the radiator in that room remained on full blast the entire time I was there. At one point, the heat in the living room reached 29.6 degrees, and that was with a fan blowing, the extractor fan on, and towels covering the radiator in the hope of stopping the heat escaping! Oh, and the windows couldn't be opened due to a nail hammered in stopping the sash from lifting. I informed your staff at number 44 Southgate Street on the day of my arrival about the radiator and was told your maintenance people would take a look at it at the latest the day after I checked in - which, of course, did not happen! The hot water was minimal, and privacy was a joke being that the curtains had to remain closed due to the lack of any blinds (but the curtains were so thin that anyone outside could see in if the light was on). Perhaps if money was spent on problems such as these, instead of fancy labels on your maintenance vans, which were parked outside the apartment daily without anyone to be seen then there would be more money to spend on new sofas, fixing radiators and holes in the wall, buying venetian blinds for the windows so that daylight with privacy could be introduced to the rooms, not to mention massively improving the wifi. Speaking of wifi, the only comment I can have is 'what wifi'??? I was given three passwords for three different possibilities and not one of them worked! I was in Gloucester for work purposes and to be unable to access a decent wifi connection in the place I stayed in 2022 is an absolute joke. I was told the apartments were a 'work in progress', and yet it's not hard to find all the issues (bar the radiator) have been raised on reviews going back at least two/three years. I only wish I'd read these reviews myself before booking, a mistake I will not make again.

There were only two elements of my stay I can be positive about - the bed was comfy and the location of the specific apartment I stayed in at the back of the building meant that it was also quiet.

I had to put 1 star as there is no lower. What an awful experience. Do not ever book with this company. I have never ever known anything so awful. We are ok with cheap and basic as long as it’s clean. It so isn’t clean and it is basic Furthermore we were kept awake with the next door room occupants smashing the room up, shouting at each other and him hitting her. I called the 24/7 service 3 times and they couldn’t be arsed to react, At 3.30am in the morning the fire alarm went off. On the 3rd call management finally came out. The handyman also came out to turn off the alarm as the couple next door had broken it. The police were called and took off after the couple who sneaked out the back and down the road.

We were suspicious when we booked into the accommodation as our door had been previously kicked in and poorly mended. Walls had punch marks on.

We complained about our experience, only getting some sleep after 4.30pm and offered a £10 credit. They said they could not be responsible for occupants behaving themselves. Enough said about them. Just don’t book through these guys

I wish I could choose no star, this is definitely the worst place I've ever stayed at. PLEASE AVOID AT ALL COSTS!
Their rooms are filthy, this place is more like a b....el, poor insulation and customer service does not exist. We were given a room totally dirty, with blood stains on the door, had to complain and the receptionist told us "SHE WOULDN'T EVEN STAY IN THAT ROOM", then we were moved to another room and found eyelashes and hair on the pillow, bed sheets and mattress. We couldn't sleep all night due to the s...y foam.
In addition, there was horrible loud music coming from the room next to ours, as well as headboard knocking against the wall in the early hours!
After complaining, the customer service team replied that they could have given us new bed sheet and expecting us to complain and allow strange people in the room at almost midnight, HOW CAN THIS BE POSSIBLE?????? their only concern is to take your money and then give you the worst accommodation possible.

This hotel should be closed down and boarded up.

Rooms booked are not good. They charged my card before I got to the property despite me choosing to pay at the property. When I called to find out what had happened the manager who answered the phone was incredibly rude and then cancelled my booking without my permission. When I called back I finally got a decent person on the call, who then got the same manager to phone me back. They then just blamed me again and acted like they were a white knight by opening the booking again. This is despite me having used thier hotels on more than 10 separate occasions. Since this has happened I will not be booking through rooms booked again.

Absolutely dreadful, was told the room I had booked for £150 had recently been renovated, the smell throughput hotel was dreadful , carpet threadbare and generally throughput really rundown , definitely not worth the £150 I was charged.
Rebecca from customer services refused to take my complaint any further and told me the matter was closed.
Do not use RoomsBooked, deserves no stars .

Room was so dirty!!! I never seen more dirty room like doncaster international roomsbooked. Duvet and pillows was with urine.

I made a reservation just for one night on our way back home. Needed something cheap as it meant to be a short stay anyway. We arrived at the premises and realised that all doors were locked, no one in. I called reception, been told my reservation is cancelled. Reception demanded an alternative card claiming that card used to authorise reservation doesnt work. I didnt receive any cancellation or email from third party website I booked this stay from. As we needed to stay somewhere, I paid. We were then sent the codes to access property only non of them worked as room was allocated in outbuilding. Once we entered that outbuilding, we were greeted by other guests who sat there with open doors smoking. All hall, allocated room-everything smelled. I decided that this is not really safe and feels like a trouble right away. So I called reception again and said we dont feel safe, we are leaving this room, please refund us and lets forget it happened. I have been told that I have to request refund via third party, which I did as instructed. They came back to me to say that refund is not going to be issued as I didnt give them an opportunity to move us to anther room. I am not sure how many more calls I had to make so someone in that place even opens their mouth to deal with situation! They also marked reservation via third party as no show so I cannot leave a single review about the property!

Scammers.
I booked this in 2016. Overpriced but fit for purpose. I book online April 2021 as I have to quickly make arrangements for a selection day. Good rate so paid in advance. BUT just before arrival I get a message requesting a pre authorisation, odd as I've paid for room. I then find on check in that they want to freeze 100 pound in my bank account, as, quote, a deposit. Deposit for what, I've paid for room and they don't provide any other services. I then get refused the room I've paid for, get argued with and called spiteful, accused of behaving badly, then accused of calling staff useless for asking to speak to someone who could authorise what they cannot. Very defensive attitudes. The receptionist tries to kick me out of reception saying I'm a covid risk, even though a gentlemen was talking to get for ages and foyer empty!!! I finally got OK to stay after talking to manager, but this was after searching questions about whether there was someone else who could pay 100 fee. Really?????
BEWARE, PAYING FOR YOUR ROOM ISN'T THE END OF IT. They also said that no refund without you sending email first to be considered. Email address does not work. This was traumatic. No sleep before selection day, nearly ruined. They do not clearly mention this holding fee on booking site, I wander why🤔😏. SERIOUSLY NOT WORTH THE GRIEF. GET SOMEWHERE WHERE YOU KNOW WHAT YOUR PAYING. In addition, the staff are trained to repeat the words obviously, over and over again and to form a united front to make out you're the bad guy.

At check in I was suddenly asked for proof that the trip was work related due to being in lockdown. I had no prior warning of this request but although annoyed, managed to get an email from my customer who was in Greece at the time.
The girl on reception explained that she no longer wanted to see it and the reservation would not be honoured or refunded. I was advised to email customer service with the email from the client. I eventually got a reply 6 days later to offer a partial credit for any future booking.
I am still attempting to get my money back!
AVOID THESE SCAM ARTISTS

Horrible horrible horrible worst customer service in fact it’s none Existant I have ever come across .They have no customer service what so ever only rip you off for your money still waiting for a refund all you get is we can’t give you a refund only mangers can yet no managers work !!! .Roomsbooked .com and bookings for citi lodge are a disgrace .All the staff need training in . customer service me myself friends and family . Will never book again or recommend it to any one

DO NOT BOOK WITH THIS COMPANY- Working in customer services myself....how this company are still in business I’ll never know. I live in Cheltenham an booked a room for a friend, first of all they cancelled my booking without notifying me, then it was non refundable. I called them up an they were happy to re-instate it with a further £100 on top to hold fthe room. No thanks guys......lost the money for the room in all honestly I’ll just never use you again. Staff member was not at all concerned on the phone but guess not as you have kept my money.

Con artists, do not touch these people. I booked a room with Citilodge in Leeds through them and when I turned up the room they gave me looked like nothing in the pictures. They had used pictures of a superior room (which was much nicer) to sell a standard room. When I said I want the room I booked in the pictures on my booking form they tried to charge me an extra £59 a night!. The employee at Citilodge confirmed the pictures were inaccurate and they should not of done it. I have complained and now following up with the local trading standards. Roomsbooked have not responded, which leads me to conclude it is deliberate miss selling.

I recommend you avoid this business.

Their website shows misleading pictures of rooms with showers and en-suite facilities, whereas in reality their rooms have shared bathrooms.

I booked a room for 3 days based on a picture of a clean room with an ensuite shower. I realised my mistake immediately when I received the confirmation email saying that guests have to share bathrooms.
Within 5 minutes of receiving the confirmation iPhone the help number only to be brusquely told by an unhelpful and rude woman that I should have read the terms and conditions. When I asked to speak to a manager she gave me an email address and refused to tell me her name.

Overall and unpleasant experience. The website has misleading pictures that misrepresent the rooms available. Also very poor customer service from rude people. I dread to think what would happen if one did book a room and something was not working I doubt very much that they would be in anyway helpful.

I recommend you avoid this business. There are far better options available.