4/10 Fair
Jan 26, 2025
Disappointing stay
A very disappointing experience. We arrived at the apartment at 3pm, and still hadn’t been sent the key code because Epic were having an issue with their system taking guests hold deposits. We got into the apartment and the smell of egg (gas we believe) hit us straight away. Not only that, but the apartment had not been cleaned - mouldy cups, unmade beds, wet dirty towels on the floor and no electricity. I contacted Epic and the lady said she would try to find us another apartment. We physically couldn’t stand in the apartment due to the smell, so stood outside in the rain for 15 minutes until Epic called us back. We were moved to another penthouse, which granted was bigger, but was a total different layout and no speaker or TV in the main kitchen/sitting area. The apartment was absolutely freezing and due to the size of the apartments, failed to warm up - we sat in coats until we went out. I requested a partial refund via hotels.com and EPIC refused it - instead offered us a 1 hour extra checkout which isn’t really sufficient. Although the new apartment was lovely, the experience was very disappointing, and dampened our birthday night out.
Ruby
Ruby, 1-night trip with friends
Verified Hotels.com guest review
