The Chertsey accommodation was cancelled by the owners 24 hrs prior to our arrival in the UK. They advised us they were arranging alternative accommodation and would keep us advised. We left Australia for the UK a few hours later. Communication was handled by other family member we were meeting on arrival in the UK. Sparecribs the company that were managing the booking were terrible at staying in touch. It was us the client who had yo contact them as they were always behind the ball and needed to be chased up for details on what arrangements were being made. They had taken our money a week prior to the rental which was for a 2 week stay. If u want more details on this I can provide. Eventually accommodation was found at Staines. Family member arrived first. Give vthe wrong room #46 which was too small 3 people only we had booked for 4. Had to wait while something was sorted out. Eventually given #5 suitable for 4 people (?????). Kitchen living dining area not properly serviced. Looked good on outside but woefully under provided for real living. While new, the fridge had seals hanging out of it, w/m dryer combination fitted into very tight cupboard and water supply not switched on. Did try to use dryerpart of w/m but gave up as we felt there was no air around it and cupboard doors containing the appliance got very very hot. Used a local launderette to dry clothing. Whilst a fire blanket and small fire extinguisher were placed into the appartment there were no operating instructions on using any appliances or equipment evident. Equipment was sparse, bathroom while new not appropriate for rental use. Shower over a bath is not suitable and there were no grab rails or safety mats to use in the bath. We resorted to putting a hand towels in the bottom of the bath whilst taking a shower in order to avoid any slipping accidents. The bedrooms had no air flow and we needed to leave the doors open while using them.

This complex of apartments was not ready for hire and a rush job undertaken to find accommodation for us failed cheap furnishings, not enough eqpt for household use a quick fix which failed. We spent as little time as we had to there. Bookings.com need to audit what's happening. It was atrocious honestly. We were basically in the middle of a building site of u finished work. Obviously no contingency planning evident when the Chertsey appartment became unavailable for us to use. No health and safety instructions or operating manual in the appartment for rental use. All in all not the standard anyone would expect for holiday accommodation. Finally I can provide a more accurate list and some photos which we took during our stay for u need to review.

Nothing - 2 weeks after being cancelled by the oroperty and doing my request for full refund I am still waiting. Wasn't goi going to review but fed up with the reminders continuously come through

Everything, I paid for this, property cancelled my 2 weeks ago as, apparently, they have a long term tenant, so no idea why they advertised it and took payment before tenant had moved on. 2 weeks later, no refund, despite me asking Booking.com 5 times including a very long call. Don't know what's going on but this is the 4th request for a review so here it is. I'd suggest checking flat is actually available before thinking about booking.

Location, size of the rooms

No faults

Lovely apartment, great facilities and location with a very personal service from the hosts who ensured we were very happy throughout our stay.

Nothing to report!