“We booked a flat with Edinburgh-Flats back in May this year and put down a deposit. We had a confirmation e-mail from Edinburgh-Flats that our reservation had been made. We are due to come to Edinburgh next weekend. We hadn't heard from our landlady about final payment and arrangement to collect keys, so we dropped her an e-mail. She had no knowledge of our booking. We spoke to Edinburgh-Flats the next day who said they had sent the landlady the confirmation e-mail too. She was now double booked so we had nowhere to stay. Neither the landlady or Edinburgh-Flats took responsibility for the mix up and offered us any compensation. They showed no compassion to the fact it was the week before we were due to fly to Edinburgh and had nowhere to stay. They offered us alternative flats but these were outside the city centre and were also at least £100 more which they said they would not cover. As it was such short notice, we have not been able to find anywhere else to stay within our budget so have had to cancel our holiday despite already paying out £140 each on flights and pre-booked tickets. I sent both the landlady and Edinburgh Flats an e-mail questioning their policy and customer service (or lack of) and have had no response from either them. This was a mistake entirely on the landlady and agents behalf yet it is we who have been put under undue stress. In fact, our weekend has been totally ruined. I have never received such awful customer care from any company before and will never recommend this agency again.”
“we were quite impressed with the apartment and its location. we also considered staying again in the future. we left the house in almost prefect condition without giving it a professional standard of cleaning, something we had not been requested to do as we were of the understanding that a cleaner would arrive after we left. i am very surprised and totally unimpressed. and extra £40 was deducted from our damages deposit.totally unjustifed in my opinion.i'm just sorry i didnt take the photos i considered taking to prove everything was left as we found it.”
“Our saga began with the landlord asking us to arrive before 1.30pm so that he could go to football, so we changed our plans for our journey up there, got up at 5.30am and arrived in Edinburgh for 12.30pm. We rang the landlord to let him know we had arrived – he said that he had only just set off for the property and so would need 45 minutes to get it ready. We said this would be fine and went for a wander to look at the surrounding area. Time ticked on and we eventually rang to see what was happening at 1.45pm and he said it was almost ready and that we could head to the flat. We arrived to find him fiddling with the lock to the main entrance to the flat, he explained that there was a problem and that he would make sure it was sorted. We were then taken up to the flat, quickly flashed through the rooms and the landlord left. We went down to collect our luggage and then went back up to the flat which on closer inspection turned out to be very dirty and even more tired. I ended up refusing to put any food away in the kitchen until it had been cleaned and threw the t-towel in the bin as it was filthy. We looked round the flat and also found that there was no shaver socket, no baking trays, no jug, no washing up liquid, 2 dirty and used pan scrubs, no bin bags, the doors were being propped open by bins and had no other way of being held open. We ended up going to the supermarket and spending over £20 to get things to rectify these issues. We also bought some WD40 to see if this would fix the lock to the main door, which my husband duly tried on the Sunday, it made the key a bit easier to use but it was still taking us up to 5 minutes to get in. We texted the landlord to let him know and he rang back saying he was coming with a locksmith the following day to sort the lock out. We decided that there wasn’t much we could do but wait for it to be fixed and decided to stay in that evening (as we had done on the Saturday evening) as we weren’t confident of getting back in. The Landlord never appeared with the locksmith and we are still waiting to here back from him! This really spoiled our stay as we were reluctant to stay out in the evening in case we couldn’t get in and had to buzz one of the other flats. When we came to have a shower in the evening the shower screen wouldn’t stay in a fixed position and we ended up having to improvise with one of the wedges we had bought to keep the bedroom doors open. We were also unhappy that the free wireless internet was not actually free and that it needed a voucher to access it. We bought a £10 voucher but this only lasted two days. The secure garage parking was also not actually available – we were given no real reason for this. Then by midweek we had a full bin and realised we had no idea where to empty it. We later found out that the bins were in the garage, which you needed a code to access and we hadn’t been given this. Along with a very small TV which had speakers that were blown and distorted the sound it all added up to a very poor apartment. We will be returning to Edinburgh but not to this flat, which is a shame as it was in a great position and had great views.”
“Disappointed with general grubbiness; could do with a scrub and coat of paint. Windows filthy despite great Castle view. Kettle dodgy. Dirty cooker. Saggy uncomfortable couches. Wobbly dining chair. Dirty shower screen. Dirty taps. Single toilet roll for 3 people over 5 nights?! No toilet brush?! No soap. No cleaning liquids/disinfectant, etc. No bath mat?! Travelled world wide and this is worst place stayed in. Overall; would definitely not recommend; felt very let down.”
