Urban Chic - Covent Garden

I am leaving one star because I can't leave zero, but please consider this a personal plea that no one should ever consider making a booking with this company. Urban Chic's customer service is an absolute abomination. Having arrived at the accommodation after a 3.5 hour journey, we discovered that there was no key in the key safe. We reported the problem immediately but the simpleton on the other end of the phone seemed incapable of understanding the urgency of the situation. Instead, she left us, along with our 5 year old son, and our severely disabled daughter, to swelter in a hallway in the middle of a heatwave. FOR 90 MINUTES. During this time, she repeatedly suggested that she needed to find out 'if' we could be accommodated elsewhere. She called me by the wrong name four different times, tried to blame me for 'checking in late' (to a flat with a 24hr check-in policy), and refused to call out a locksmith or send over a replacement key, despite me telling her that my daughter's extreme dysregulation was causing her to self-harm. Eventually we managed to gain access to one of the other flats. We were told that we couldn't stay there, but we refused to leave. At that point, the world's least helpful human *suddenly* remembered that there was a staff safe on the property, containing a key to the flat we had booked. How miraculous. At the time of writing, we have been offered a 5% refund on our 2-night stay... a further indication of how atrocious Urban Chic's approach to Customer Service really is. I won't lower myself to using the language I'm tempted to deploy but, suffice to say, I wouldn't even recommend these clowns to my worst enemy.