Overall, the apartment was nice and the stay was good. The location was convenient and the communication from the Underthedoormat team was quick and helpful during our stay. However, after we che... See more
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Terrible service on recent reservation for 11 11 Cambridge Street in London. Poor advertising of 3 beds and 3 baths. (Actually only 2 1/2 baths.) The third bedroom is too small, no closet AND bed... See more
Had a brilliant stay in the Ebury Suite at 3 Sloane Gardens. Isaac, the on-site manager, greeted me at the front desk and promptly showed me to my apartment. The apartment was lovely - on the first fl... See more
Unfortunately, selling process is very smooth. However customer experience is the total opposite. Among the most notable issues we have: 1. House is 18*C degree inside while outide is 13*C. 2... See more
Company details
Written by the company
Interested to experience a local life? Create your next unique stay in London. Stay in an artist's loft, a fashion designer's apartment or a small business owner’s flat - observe the city from the perspective of a local. All our homes have a sp...
Contact info
210 New Kings, SW6 4NZ, London, United Kingdom
- 020 7993 5599
- marketing@underthedoormat.com
- underthedoormat.com
1.9
Poor
39 reviews
Replied to 14% of negative reviews
Typically replies within 24 hours
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I would give it a 0 if I can
I would give it a 0 if I can. Worst experience ever so far. Since I arrived the apartment was so dirty. Food all over the floor. The sofa in living room is so dirty that you can't sit on. Food and bread crumbs all over the floor. Wifi not working. As for the cleaning part they sent someone but wasn't a good job so I had to bring a company to do the job for me, hired a company and a cleaning lady to get the job done. The wifi worked after two days yet not in all the rooms was promised a booster but still didn't get one, they had to send someone twice. I was promised that the sofa will be cleaned hence it is the dirtiest sofa I have ever seen. A guy came in checked the sofa said he will come back in 15 minutes but never came back. And it seems like the company is just a broker they've got no control over the owners of the house which is bad because they can't deliver what they promise. Avoid this company at any cost. Try Sonder or Native places UK. I am stuck with them unfortunately... I thought I am in london for vacation, it seems I am here to fix someone's else place.
July 11, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Mohammed,
It is unfortunate that your recent stay with us did not entirely meet your expectations. It is only through constructive feedback from valuable guests like yourself that we can constantly review our standards and practices and make necessary improvements. We understand it is not ideal to come to an untidy house and we apologize that you had to deal with this. As soon as the cleaning was highlighted, we organised another cleaning within 2 hours to rectify the situation that happened in the cleaning service. We also had fresh linens supplied quickly. Unfortunately, the access to the cleaners were denied, so they had to depart. We also emailed you about our free weekly cleaning, but it was declined as well. We took your feedback about the sofa seriously and immediately organised a Sofa cleaning service, but we were told by the professional sofa cleaning company that it could not be cleaned due to the nature of the material of the sofa, so we immediately contacted the homeowner who took the decision to replace the sofa, which they did and ordered a new sofa for the house.
Regarding Wi-Fi, we had a dongle installed for you since your arrival, and we did everything possible to remedy the Wi-Fi situation. Unfortunately, we had to rely on external vendors, thus it required more than one visit for them to resolve the situation.
We recognise that dealing with all these unprecedented circumstances while your vacation is not ideal, and we truly apologise for any inconvenience. Although we understand your reluctance to book with us again, this is not the usual experience our guests have, and we would be honoured if you would give us the chance to redeem ourselves.
Best Wishes, Sonali on behalf of UnderTheDoormat.
East Putney Heaven
We had the most delightful time at our East Putney flat. From the search for the perfect location to our check out UndertheDoormat staff were personal, responsive and helpful. They helped us with recommendations for activities in the area for our family. The flat was exactly as described. The homeowners left us a kind welcome note. We really enjoyed having the experience of what it would be like to live in London. We were right above a grocery store and 2 minutes away from train station. We appreciated the mid week cleaning. The experience having a full kitchen, washer and dryer in the flat made staying here so much better than a hotel. We will always use UndertheDoormat in the future.
June 10, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Sean,
We are happy to see that you had a pleasant stay with us, and thank you for providing your kind feedback. We always strive to provide the best experience for our guests and it is great to see that you enjoyed a pleasant stay with us. We try to give all our guests an experience of home away from home. It would be an honour to welcome you again to one of our properties next time you visit London. Please feel free to contact us.
Best Wishes, Sonali on behalf of UnderTheDoormat.
Our accommodation was ideal for a city trip to London.
Our accommodation was ideal for a city vacation. A very tasteful and comfortable apartment in a pleasant residential area. The transaction through UnderTheDoormat was without complications. All our questions were answered quickly and satisfactorily.
June 7, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Marc,
Your feedback regarding your recent stay at our home is very much appreciated and we are happy to see that you enjoyed a nice stay. Your wonderful feedback serves as motivation for our team to continue to deliver quality experiences for our guests. We would love to host you again next time you are in the city. Please feel free to reach out and we will be happy to assist in making your reservation.
Best WIshes, UnderTheDoormat Team.
Fab flat
Fab flat. Beautiful and light. Would he helpful if there was at least one USB socket.
June 1, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Jayne,
We appreciate your feedback and thank you so much for taking the time to write such a great review. Rest assured that your comments will be shared with the entire team here at UnderTheDoormat. Should your travel plans bring you back to London, please get in touch as we would love to host you again.
Best Wishes, UnderTheDoormat Team.
Great customer service
Great customer service, plenty of updates available on the booking. Was really happy with the accommodation.
June 1, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Neil,
Thank you for taking the time to review your recent stay with us. We are delighted to see that you had an enjoyable experience. We are delighted to see that you enjoyed a pleasant stay in our home. It would be an honour to welcome you again to one of our properties next time you visit London. Please feel free to contact us.
Best Wishes, UnderTheDoormat Team.
Staying in Pimlico
The home looked as represented on the website. The water pressure was great.
However, there are some items that could be improved: the bed in the primary bedroom creaked, the toilet seat in the primary bedroom creaked, the toilet seat in the 3rd floor bedroom was cracked, a blow dryer was provided but there was no outlet near a mirror so that you could style your hair while using the blow dryer, the laundry room was messy making it very difficult to use the washer/dryer, there was no explanation of how the trash worked (trash vs. recycling), mail was piling up at the front door which the neighbor would move to pile up at the door to the flat, the wand in the shower in the primary bathroom did not work, there were light bulbs that needed to be replaced, there was no mention of the owner dog on the website (there was a dog bed in the corner of the living room), there is a storage chest on the stair landing which made it very challenging to get luggage up the stairs, a bottle of wine was left for us along with tea but there was also a loaf of bread that no one told us if this was for us or if this was off limits, there was alcohol/wine in an open cabinet that should have been locked up if the owner of the property did not want anyone drinking it.
We paid an extra fee to check in early. We were not given any info where the greeter would meet us so we rang what we thought was the doorbell for the flat but no one answered. We rang the other doorbell as well but no one answered. We just kept ringing doorbells until someone answered. And then we were told by the greeter never to ring the doorbell of the other flat.
Lastly, it took over 2 weeks from our departure to receive our security deposit back.
May 18, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Shirley,
We appreciate you taking the time to provide us with constructive feedback regarding your recent stay. It is only through constructive feedback from valuable guests like yourself that we can constantly review our standards and practices and make necessary improvements. We provide our guests with a guest guide that is mailed to them prior to their arrival and covers everything about the property, including garbage disposal, check in and checkout procedures. We checked with the homeowner, and there hasn't been a dog in the house in almost two years. They've kept the bed there, but it's not been used. We will send the homeowner your feedback on the wine cabinet. Our team member sends a message before your arrival stating that they would be waiting for you at the property, but I understand that it wasn't delivered in this situation. Finally, Marriott was in charge of your security deposit payment, so it was out of your hands. We will investigate the issues you have mentioned that we will take appropriate action to ensure the same situation does not reoccur. We are confident that this is not the norm when staying with UnderTheDoormat and we would like to make amends next time you have the chance to stay with us. Please feel free to reach out directly and we will ensure a seamless experience.
Best Wishes, UnderTheDoormat Team
Everything was perfect!
Can’t get a better location!
Everything went flawlessly! Even though we opted for a studio apartment, it was very spacious for the two of us. The kitchen has all brand new appliances. Check in was a breeze.
May 29, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Pitterman,
We appreciate your feedback and thank you so much for taking the time to write such a great review. We always strive to provide the best experience for our guests and it is great to see that you enjoyed a pleasant stay with us. We would love to host you again next time you are in the city. Please feel free to reach out and we will be happy to assist in making your reservation.
Best Wishes, UnderTheDoormat Team.
10/10 experience! Will come back for sure
Great service before/during/and after our stay. It exceeded my expectations and will be recommending it to friends
May 29, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Mutaz,
Thank you for taking the time to review your recent stay with us. We are delighted to see that you had an enjoyable experience. Your fantastic review helps us work hard to deliver the best possible service everyday. Should your travel plans bring you back to London, please get in touch as we would love to host you again.
Best Wishes, UnderTheDoormat Team.
Accommodation was very spacious and…
Accommodation was very spacious and light. Location is perfect just off Sloane Square.
Staff were welcoming and helpful.
We certainly will come again,#.
May 25, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Pavlina,
Thank you for taking the time to review your recent stay with us. We are delighted to see that you had an enjoyable experience. Your wonderful feedback serves as motivation for our team to continue to deliver quality experiences for our guests. It would be an honour to welcome you again to one of our properties next time you visit London. Please feel free to contact us.
Best Wishes, UnderTheDoormat Team
First Class Location
The location was first class and having onsite parking a bonus, plus plenty of restaurants only a walk across the road. The apartment had everything we needed. The only drawback was the steep and creaky staircase which may be challenging for older couples or if you have young children. I would highly recommend these apartments.
May 24, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Susan,
We appreciate your feedback and thank you so much for taking the time to write such a great review. Rest assured that your comments will be shared with the entire team here at UnderTheDoormat. We are confident we will be able to offer an even better experience next time, please feel free to contact us when planning your next stay in London.
Best Wishes, UnderTheDoormat Team.
A perfect experience
After we were very disappointed with the apartment we arrived at, because it did not have the promised specifications, we received excellent service and response from the company's staff, with an upgrade to another apartment, which was spacious and included very comfortable conditions for staying. We were taken there by a taxi sent by the company. The apartment was very clean, the beds are very comfortable, the kitchen is equipped, even with spices. In short, a perfect corrective experience.
May 1, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Sofy,
We appreciate your feedback and thank you so much for taking the time to write such a great review. Your wonderful feedback serves as motivation for our team to continue to deliver quality experiences for our guests. We would love to host you again next time you are in the city. Please feel free to reach out and we will be happy to assist in making your reservation.
Best Wishes, UnderTheDoormat Team.
The apartment was fantastic!
The apartment was fantastic but more importantly, our host was at the apartment when we arrived and answered all our queries. We had one small issue and it was resolved promptly. Couldn't have wished for better communication and would absolutely stay again.
May 5, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Anita,
We are happy to see that you had a pleasant stay with us, and thank you for providing your kind feedback. We always strive to provide the best experience for our guests and it is great to see that you enjoyed a pleasant stay with us. It would be an honour to welcome you again to one of our properties next time you visit London. Please feel free to contact us.
Best Wishes, UnderTheDoormat Team.
Highly professional and reliable
May 6, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Herr,
Thank you for the wonderful review regarding your recent stay in our home. We always strive to provide the best experience for our guests and it is great to see that you enjoyed a pleasant stay with us. We always strive to provide the best experience for our guests and it is great to see that you enjoyed a pleasant stay with us.
Best WIshes,
UnderTheDoormat Team.
3 Sloane Gardens - A Slovenly stay
3 Sloane Gardens - 10 mins of Hot water per flat - Says the management - Our flat had little to none !!!
I do not usually write reviews, especially bad ones, as I do not like to dwell on negative events …
But I would like to inform future guests of the appalling experience we had in this “Luxury” serviced apartment.
• On arrival we were met by a gentleman who gave us the distinct impression he did not want us to be there.
• There was filth in every room of the flat, from tampon wrappers under the bed, to food stuck to things in kitchen …
• An intolerable noise for days of carpet fitting in the rooms above & surrounding.
• Unreliable to non-existent hot water
• An inadequate bathroom, with no shower hose, and a very small bath that is fitted so tight to the wall its impossible to rest your head back.
• A Very Old & Extremely noisy bathroom fan.
• Broken dishwasher
• Numerous visits from service men who couldn’t fix anything.
• Extremely delayed communication from management.
• We paid £5007.20 for 2 weeks in January … which I understand to be well over the norm for that time of year!
Initially a cleaner was sent in to take care of the mess, which he did to some extent. And a bottle of wine was offered to us at this point. When the noise of the carpet fitting started, we were offered a “less noisy room” to work from and then told – “No one else had complained !!!” … From there I was told everything else was out of their control …
Only after I emailed several times did we receive any kind of monetary compensations, which started with an offer to refund the cleaning bill, then after further pressure they added 1 night’s refund.
A second nights refund + a £200 credit, was offered in a phone call with the operations manager (through gritted teeth), After we had returned to France, and only After I mentioned to him that I would be contacting his CEO & Trading Standards. However, over a week later, and 2 ignored emails from us – This additional refund has not even been initiated.
My honest feeling is they are Much more concerned with turning your stay into credit than they are in your comfort … Boilers that provide 10 mins of Hot Water, in flats that sleep 4 people! Really ? Even Basil Fawlty did better than that !
I am sure someone from “Management” will come back here and say – “Oh we did everything we could – we have learned, and we are making the necessary changes” …. ! They might even burry this review under a whole lot of MORE Paid Reviews on other review sites…
I hear they did have a wonderful manager at Sloane gardens, hence some of the positive reviews, but she left recently and since then it has gone very quickly downhill –
There is one remaining caring and proactive member of staff – Florence … However, she only works 2 – 3 days a week.
I have read the higher managements mottos is : “You win some you lose some”
Well they have certainly lost this one !
Be Warned !
January 21, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Guest,
Thank you for taking the time to review your recent experience at 3 Sloane Gardens with UnderTheDoormat.
As a growing company, we take your feedback seriously. We strive to continuously improve our service, by taking clear actions to enhance guest satisfaction at our properties.
Over the years, we have installed dishwashers, and washing machines and have recently organized a new carpet to be fitted in all the flats. These are important improvements we’ve been able to implement thanks to the feedback we have received from our guests.
Our team has been doing their best to address your concerns, of which some of the issues were out of our control. Our Director of Operations went over and beyond our typical procedure for compensation as the service you have experienced is not representative of the UnderTheDormat service we provide to all our guests.
Please note that refunds can take from 5 to up to 10 working days to appear into your account.
We would be delighted to welcoming you back in the future, hoping that you would give us a chance to host you in better circumstances.
Should you like to discuss further, please do not hesitate to contact us back via 3sloanegardens@underthedoormat.com
Best wishes and kind regards,
Josef Caron
Guest Experience Manager
Abysmal. Offered shower at gym instead of fixing hot water
Freezing January, -5C at night, house poorly insulated, had to use two blankets at night just to stop shivering, shower the next morning ran hot and cold. We left the property and called to ask for a refund or alternative local property. They point blank refused a refund before even investigating, then sent a handyman two days later who checked the temperature of the radiator (not the room) and the sink and bath (not the shower), declared it habitable, and they refused any compensation whatsoever. Their proposed solution was extra blankets, heaters, and to shower in a local gym. I honestly had to check that they weren't joking. Now disputing the charge through my credit card company and if required will take through small claims as I cannot afford to lose £1,000 on literally nothing. They are clearly on the side of the homeowners and not their customer, as a previous reviewer has observed. Avoid like the plague.
January 18, 2023
Unprompted review
Reply from UnderTheDoormat
Dear Paul,
Thank you for sharing your experience with UnderTheDoormat. We take feedback extremely seriously, and I apologise that we were unable to reach a mutual agreement to your satisfaction, which resulted in your decision to leave the property, despite the multiple solutions we had offered.
I would like to summarise the situation, as our team tried their absolute best to satisfy your concerns
On your arrival day, our professional cleaning team ensured that the flat was thoroughly cleaned. (Using hot water is part of their workflow). In the afternoon, our team member, who is also our trusted handyman, conducted a thorough inspection of the property alongside another colleague who was in training. They have followed our procedures, which we would be more than happy to share with you and ensured that the flat was ready and comfortable for your stay. This includes maintenance checks such as ensuring the hot water and heating are working properly. We understand that during the winter season, we must be extra diligent with these elements. By this stage, we had three different team members and trusted suppliers who did not flag any issues at the property.
We use an honesty policy. This implies that we need to be informed as soon as our guests have any concerns regarding their stay, to act as fast as possible. Unfortunately, we we’re only made aware of the following, in the morning after your first night, when you called us at the office:
Hot water not working properly, especially in the shower.
Flat being too cold.
Boiler making noise.
Once my colleague picked up the call, you asked for an immediate refund and informed us that you would check out on the day. Typically, we aim to resolve the issues at hand before escalating to compensation, to ensure you have the best guest experience possible. My colleague offered the options below:
Organising a maintenance site visit to assist you.
Sending extra heaters.
The above was declined by you, and while contacting the owner to inform them of the situation, we received another email from you, asking to send an engineer. Unfortunately, organising engineers last minute in London can be challenging, however, we confirmed a site visit on the next day, offering solutions that could make your stay comfortable until we can fix it.
We kept our maintenance visit, and our handyman checked, with a professional thermometer that the hot water, the boiler, and the heaters were working properly. Once again, we could not find any default. You also received these pictures via email, and we deemed the house was habitable. The owner was at the property over the last weekend, and we had fantastic stays over the Christmas season, without any complaint.
I offered a phone call to ease the situation, while I organised another team member to inspect the house earlier this week. Unfortunately, I did not receive a positive response, while informing you that I was still investigating the case. Our final inspection on Tuesday, by another colleague, has shown, once again, that there was no issue that could be found. I insisted to the team to check the shower as well, and have clear pictures and videos, which we would be more than happy to send to you. In addition to speaking to my colleague, to confirm for a final time that the hot water, boiler, and heating are all working perfectly.
In total, 5 different field members confirmed that the flat was ready and suitable for your stay.
Once again, I apologise that we could not host you for this second visit, for which I hope you enjoyed the wine and chocolates welcome basket that we prepared for your arrival.
Every year we welcome thousands of guests, in hundreds of properties, and I can ensure you that our dedicated team is putting effort into delivering wonderful experiences.
I would be more than happy to discuss further over the phone, please do not hesitate to contact us.
Kind regards,
Josef,
Guest Experience Manager
Great company - highly recommend
Great company. I am a homeowner and I'm really glad that I chose to put my property on Underthedoormat. It has rented out really well and they have a super helpful and responsive team. They prefer email correspondence to phone but are always quick to reply. I have piece of mind knowing that they are keeping the place clean and tidy and they are quick to deal with any maintenance issues that arise. The guests that have stayed so far have also all looked after it with no major damage. One person broke a lamp and Underthedoormat found the perfect replacement very quickly. Highly recommend!
December 12, 2022
Unprompted review
Good service
As an owner, I have been using this company for some months now. I am happy about how they dealt with the issues that arose over the guests' stays. Yet their staff is quick to answer my queries, either by email or by phone and the Hospiria platform works quite well.
November 26, 2022
Unprompted review
Reply from UnderTheDoormat
Thank you very much for the positive feedback and we are glad to hear that you enjoy working with our homeowner team. We would sure pass your kind words to our team and keep up the standard ! Look forward to have more happy homeowners here to join with UnderTheDoormat !
Avoid Underthedoormat
This company is similar to airbnb, except that it deals with expensive properties and acts as a managing agent during the stay. They have some good staff but otherwise, it is completely tailored to serving the property owners and they do not tell you about all of their policies upfront. We made a booking for a non-refundable charge costing us a few thousand pounds, only to learn that we were falling in a trap.
They then do not disclose the property address before you complete additional forms including background checks (also on minor children) which means the trip logistics cannot be planned.
Underthedoormat only respond to emails (after a delay) and hardly ever answer their phone. The property we stayed in was poorly kept and complaints/maintenance issues for upkeep were not addressed.
My advice would be to avoid this company, unless you are super rich (apparently spending 3-4k GBP for a few days of stay is deemed as budget traveller by them!!).
September 2, 2022
Unprompted review
Reply from UnderTheDoormat
We are sorry to hear that you do not have a pleasant experience here. Please do not hesitate to send us the photos and more specific details so we can follow up with. We would like to clarify some misunderstanding here.
On every platform you found our homes, we have put the pre check-in form and a secure deposit clearly in the terms and conditions as we are also liable to manage the homes for the Homeowner. So it is part of our policy that we would require the details of all our staying guest. However you are always welcome to let us know if you face any difficulties and we are always happy to assist with.
We sincerely apologise for the delays that results to any inconvenience caused to you. As we have a team working 24 hours right now, guests are always welcome to send us email and we would respond immediately once it is emergency issues. We are sorry that we cannot respond immediately especially at out of office hours. Hope we can get in touch and further investigate and follow up for your stay here.
Please do not hesitate to reach us at bookings@underthedoormat.com and so we can open a file for you and do our investigate accordingly.
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