The Collective Reviews 72

This company and the caterer we used added items without communicating with us if we needed it or not. This was charged to our account, and did not offer any assistance in refunding for unnecessary items which were initially discussed.

I lived in The Collective for a long time. You will be safe from price hikes of any utility bills. Never worry about parcels, they will take them for you. Gym and common areas are also additional benefits. Rooms are designed efficient and smart way. I managed to put so many things inside the room.

Worst online shopping experience ever. Amount got deducted from my credit card but order did not get placed with them. Bank has confirmed that payment has been credited to them. Have been following up with their customer support team for 2 weeks now. Absolutely unresponsive on both calls and email. Claiming to be such a high end outlet, they have the worst customer support. Take your money for big ticket items but do not give you the items. Absolutely horrible!

The staff in the collective are all so friendly and accommodating, they ensure that all issues are dealt with as soon as possible. Fatima at the front desk is very welcoming and helpful for any queries and helps organise fun events for everyone. I appreciate everyone’s kindness at the Collective.

Just wanted to say thank you to all the staff at the reception specially to Luiza. They have been very helping every time we need help and problems . Luiza always is very kind, polite and professional .

I had been staying at the Collective Old Oat for less than a week when this happened- fire extinguisher, fault in the system, sprayed all over my kitchen, my floor, walls, countertop, everything was covered in this strange liquid that smelt like vinegar, but had this oily texture. All my food that was on my kitchen countertop were ruined and one of my coats was drenched in the liquid from the extinguisher. When I came down to the reception the team told me they should be able to get the coat dry cleaned for me.

Met with dismissive behaviour from all the staff, particularly Ludovica Arnaud from their support team. They claimed that this kind of thing ‘happens sometimes’. Absolutely no support, they put me in another room, with no information when they could fix the issue in the kitchen/when I could move back into my room.

Kept being told that there was nothing they could do about it, I was given a new room, so according to them they’d sorted it all out. Was moved down to the lowest floor the rooms are kept on, right by the balcony, so anyone could look into my room - this is not the room I was paying for.

I had to ask several times before someone would come up and clean the mess on the floor from the fire extinguisher (emitted a vinegar smell, soaked into my clothes)

Rather than fixing the issue with immediate action, I had to stay on their backs to even receive any kind of updates (most of which were “your room will hopefully become available this week”).

Took them a week to get me any kind of update, after chasing them every single day.

Told me on the Friday that they would be able to sort out my dry-cleaning and replace my food, however when I emailed the support team Ludovica replied “As for our conversation on Friday, I mentioned to you that we usually don't refund this kind of things but I would check if we could something. I will come back to you on that tomorrow.” —> how often does this happen if they ‘usually’ don’t refund this kind of thing? After waiting two days without hearing anything from her, she replies:
“Unfortunately we don't replace items/reimburse for this kind of incident, that are out of our control.” Found this absolutely ridiculous that they couldn’t find the heart to supply me with the things that were ruined in a fault in their system. I wasn’t asking for a refund for my room being made unavailable to me for over a week, I was asking for a tiny sum (no more than 30-40 pounds) to reimburse me for what I lost during the incident.

Furthermore, a week following the incident I was told that the issue with the fire extinguisher and my hob had been fixed, so I could move back into my room. I packed up all my items and moved up all my stuff. Just as I’d settled, I noticed that my hob still wasn’t working and when I switched on the socket board, the alarm that had gone off the previous Friday started going off again. The maintenance team had never even bothered coming to my room. I went down to reception, they called the maintenance team, they said they would come and fix my room at 12:00 today. Why was I told my room was ready???

Absolutely appalled by the service from the staff at this place, I’ve honestly never experienced worse customer service. I hadn’t even been here a week when this happened and I find it disgusting how they can pride themselves by claiming that “We believe people can be more together. We empower members to co-create their experience, while drawing from and building upon the surrounding community. We want to make a positive impact on every life we touch, offer a platform and a network, and harness the power of our global following for the benefit and growth of each person in it.

The team offered to pay my dry cleaning and food - this was never followed up on. Finally, after a couple of weeks the support team got back to me and offered me a 20 pound voucher as compensation. When I went to use this voucher, I ordered my food and brought a friend and planned on using the 20 pounds for our whole meal, when we went to use the voucher, the team claimed it was only for 1 drink and 1 meal. So I was only able to use this ‘supposed’ 20 pound voucher for my drink and my meal, which was only 10 pounds.

I was absolutely appalled by this place. Avoid at all costs.

The most beautiful and professional Daniela always there when u need her.,

Tnks to the collective to have her

Thanks Daniela

I really enjoyed the stay at collective. Very helpful staff Daniela, Fatima and Lamaya. Big Hats for them 👍🌟🌟🌟

Nice helpfully very handy Daniella and fatima

Daniella is amazing ! Helped me so much highly recommend!

Customer service has been great. Particularly Daniella - thanks so much for all your help so far.

Very friendly reception team - Daniela and co. always super helpful and informative

Great service, friendly - Daniela was great

Daniella adds to the already 5* experience we have received during our stay at the old oak collective, always so warm and welcoming each morning and very accommodating and attentive when any issues need to be resolved.

Professional, helpful and understanding, these are the first words that came into my mind if I where to describe Luiza. Thank you for everything you do for our community! 🙏🏻🤗

Daniella and Luiza provide great customer service.

The only reason why The Collective have received a 5 Star review is because I’m so impressed with the customer service I constantly receive from Kulisha the night reception. She handles all queries and concerns effectively.

I love entering the building and seeing Luiza's amazing smile, she's always super professional and helpful.

Also we love the events she organises, very professional A*

I’ve been here for 2 years and want to emphasize how important the reception/client relationship is and I honestly feel that Luiza, Dani and Lamaya have brought a lot of positive energy, fun events and a relaxed but efficient environment at reception. They are all very approachable, kind and open minded. Lovely to have them around 🤟😎

I moved into the collecyive 2 months ago and the first staff member I met was Kulisha. She was extremely welcoming and made me feel apart of the collective comuminity