Check in and parking process was complicated. Having to verify using app was not something I have ever done for an ‘air b&b’ type booking. Paying for parking via a link was concerning as worried this... Voir plus
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Lisez les avis des autres
The apartment is well appointed and nicely decorated the furnishings are nice, but no table to be able to sit at to eat good but you have dining chairs? Overall I’m very happy the apartment was fair... Voir plus
Great location and nice condo but the filthy bedroom carpets ruins the living experience…. Also, charging a guest for an hour early check in when the unit is available eliminates any goodwill …. espec... Voir plus
Apartments were great, very well located, 5 mins walk from Victoria carpark. We stayed on Tuesday evening for a gig at the arena. Check in process was straight forward, someone at the other end o... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
Charles Hope Apartments prides itself on providing exceptional accommodation solutions to corporate and leisure travellers with key locations across the UK. Apartments are meticulously designed and furnished to offer a luxurious and welcoming atmosphere to all guests, with comfort and convenience to guests being of the utmost importance. Charles Hope Apartments goes above and beyond to ensure that every aspect of our guest's stay exceeds expectations.
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3,7
Moyen
307 avis
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A répondu à 38 % de ses avis négatifs
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Unclean sheets but nice apartment
Flat was lovely, only stayed for one night. It was a shame we then noticed that 2 of the pillows had brown stains on them. We raised this and asked for clean sheets and we were informed that the cleaning team had gone home for the evening and there was no alternative. Disappointing given how nice the apartment was.
15 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your feedback. I’m really pleased to hear the flat was lovely and suited your stay, even if just for one night.
I’m very sorry, however, for the issue with the stained pillows and that we weren’t able to provide clean replacements that evening. This is not the standard we expect, and I completely understand how disappointing it must have been — especially when the rest of the apartment met your expectations.
Your comments have been passed directly to our housekeeping and operations teams to ensure better checks are carried out before every arrival, and to review our out‑of‑hours support so situations like this can be resolved immediately.
Thank you again for bringing this to our attention. Your feedback helps us improve, and we hope you will consider staying with us again so we can provide the experience you should have received.
We would like to thank you for the…
We would like to thank you for the marvellous accommodation and it’s facilities. We very much enjoyed it. It was very clean, promp service for repairs and needs in case you get stuck. Very welcoming, unintrusive, easy and safe check in. It was a great and relaxing to enjoy the surroundings and facilities. Beds are very comfortable and showering was an extrem pleasure, due to the water preasure. Fancy, good quality, and functionable apliances. Kids loved it and felt sad we had to leave. We will definitely come again and recommend. Even the price was decent and a good deal for a family who not only wants to take the kids to the beach, but also wants some relaxation.
10 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you so much for your wonderful review. We’re delighted to hear that your stay was so enjoyable and that the accommodation, facilities and surroundings all contributed to a relaxing and memorable visit.
It’s great to know the apartment was exceptionally clean, comfortable and well equipped for your family, and that our team were able to provide prompt support whenever needed. We’re also really pleased that the check‑in felt easy, safe and welcoming — that’s exactly the experience we want every guest to have.
Your comments about the comfortable beds, excellent water pressure, high‑quality appliances and the enjoyment your children had mean a lot to us. We’re thrilled the stay offered both convenience and the chance to truly unwind.
Thank you for recommending us and for sharing such kind words. We would be very happy to welcome you and your family back again.
Our stay was absolutely dreadful
Our stay was absolutely dreadful. We were left for two full days without any air conditioning, with the apartment reaching around 27–28°C inside. The windows were locked and could not be opened, leaving us trapped in unbearable, suffocating heat with our 9-year-old and 4-year-old children.
We contacted Charles Hope repeatedly and spoke to three different members of staff. The first night we were told someone would come in the morning — nobody came. The following day we were told they would find out what was happening and send someone, but nobody even called us back. That evening, we were once again told there was nobody available to help.
We were miles from home, exhausted and hardly slept for two nights because of the heat. This was not a minor inconvenience — it was genuinely torturous, especially with young children.
For a company operating so many apartments, the complete lack of urgency, communication and basic care shown to paying guests was shocking. Leaving a family in a locked, boiling-hot apartment for two days without air conditioning is completely unacceptable.
I would absolutely not recommend Charles Hope after this experience.
7 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for taking the time to share this, and I want to start by saying how truly sorry I am for what you and your family experienced. Being left in an apartment that reached 27–28°C, with locked windows and no functioning air conditioning, is completely unacceptable — and even more so with young children. No guest should ever feel trapped, distressed or ignored, and I fully recognise how frightening and exhausting those two days must have been for you.
What concerns me most is the lack of urgency and follow‑through in our communication. You should never have had to chase updates, repeat your situation to multiple people, or wait for help that didn’t arrive. The fact that you were promised support on several occasions and received none is a failure on our part, and I am genuinely sorry for the impact this had on your stay, your comfort and your children’s wellbeing.
Your experience does not reflect the standard we expect or the care we aim to provide. We are now reviewing the handling of your case in detail — including our escalation process, out‑of‑hours support, and how we respond to critical issues such as cooling failures — to ensure this never happens again.
Thank you for being so clear and honest about what happened. You should not have been put through this, and I am truly sorry that your stay became as distressing as it did. If you are willing, we would appreciate the opportunity to speak with you directly so we can address this properly and make things right.
We had a really great experience and…
We had a really great experience and would stay again when in Brighton.
Location good with bus stop outside.
Only negative is the lack of available parking so we had to park 10 minutes away. Apartment was clean and modern. Check in process ok for us, called upon arrival and was inside within a few minutes.
10 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for sharing your experience. We’re really pleased to hear you had a great stay and that you would choose to stay with us again when visiting Brighton. It’s wonderful to know the apartment was clean, modern and suited your needs, and that the location — with the bus stop right outside — worked well for your plans.
I’m glad the check‑in process was smooth for you and that you were able to get inside quickly after calling on arrival.
I’m sorry, however, for the inconvenience around parking. Availability can be limited in the area, and I appreciate that having to park 10 minutes away wasn’t ideal. Your feedback is helpful as we continue to improve how we communicate parking options to guests before arrival.
Thank you again for your review — we’re delighted you had a really good experience overall and hope to welcome you back soon.
Feedback / Complaint
Feedback / Complaint
I was disappointed with parts of my stay, although I want to say that the apartment itself was lovely and I would otherwise have been very happy with it.
The main issue was that I was unable to use the gym, despite gym access being advertised as part of the facilities available with the apartment. When I arrived, the building receptionist and another member of staff working at the building told me that I could not use the gym because I was not a permanent resident of the building. They would not even show me where the gym was because they said I was not entitled to access it.
I contacted Charles Hope to try to resolve this, but I found their response and communication very disappointing. For much of the time I was communicating with an AI chatbot rather than being able to speak to someone directly. When I eventually received a response from a member of staff, I was simply told that I did have access to the gym. I explained that the building reception and another member of staff had specifically told me the opposite and would not allow me access. Charles Hope then said that they would pass the matter on to their operational team, but after that I heard nothing further.
As a result, I had to contact Airbnb directly to resolve the matter, and it was Airbnb who ultimately dealt with my complaint and provided me with a £130 refund. I appreciate Airbnb’s assistance, but I was disappointed that Charles Hope did not properly follow up or resolve the issue themselves.
There were also some issues with the cleanliness of the apartment. Although the apartment itself was lovely, there was food left inside the oven when I arrived, and there were areas around the apartment that did not appear to have been cleaned thoroughly. These details were disappointing, particularly when paying for what is presented as a high-quality serviced apartment.
I would strongly recommend that Charles Hope make any restrictions regarding gym and resident-facility access completely clear in their Airbnb listings, particularly for short-term guests who are not permanent residents of the building. There also needs to be much better communication between Charles Hope and the building’s reception staff so that guests are not given conflicting information.
Most importantly, if a guest raises an issue during their stay, I would expect it to be followed up properly rather than being passed to an operational team and then receiving no further response.
Overall, the apartment was a lovely space, but the issues with the gym access, poor communication and cleanliness took away from what could otherwise have been a very positive experience.
11 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for taking the time to share such a detailed and thoughtful review. I’m very glad to hear that the apartment itself was lovely and that, under different circumstances, you would have been very happy with the space. However, I’m truly sorry that several aspects of your stay fell short of the standard you should have received.
The issue with gym access is particularly disappointing. If gym facilities are advertised as part of the stay, you should never be refused entry or given conflicting information by building staff. Being told you were not entitled to use the gym — and not even being shown where it was — is unacceptable. I’m also very sorry that our communication did not resolve the matter for you. You should not have had to rely on Airbnb to step in, and the lack of follow‑up after we said the matter would be passed to our operational team is not the level of care or responsiveness we expect to provide.
Your feedback makes it clear that we need to improve both the clarity of our listings and the coordination between our team and building reception staff. Guests must receive consistent, accurate information, and we will be reviewing this urgently to prevent similar situations in the future.
I’m also sorry for the cleanliness issues you encountered. Food left in the oven and areas not thoroughly cleaned are details that should never be missed, especially in a serviced apartment presented as high‑quality. Your comments have been shared with our housekeeping team to ensure stronger checks are carried out before every arrival.
Most importantly, I want to acknowledge your point about follow‑up. When a guest raises an issue during their stay, it must be handled promptly, personally, and to completion. You deserved better communication and a proper resolution from us.
Thank you again for your honest and constructive feedback. While I’m pleased the apartment itself met your expectations, I’m genuinely sorry that the service and communication did not. Your comments will directly inform improvements to our processes, listings and guest support.
The apartment itself was nice and in a…
The apartment itself was nice and in a superb location, and the guest services team were quick to resolve an issue when we were left without water.
Unfortunately, our stay was let down by the temperature in the apartment. It was 28.5°C, and the air conditioning wasn’t working. Despite contacting guest services, there were no fans available either. As a result, the apartment was extremely uncomfortable, particularly overnight, and it made it very difficult to sleep.
Overall, the apartment and location were good, and the staff were responsive, but the lack of working air conditioning during such warm conditions significantly affected our stay.
9 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for sharing your feedback. I’m really pleased to hear the apartment itself was nice, the location worked well for your plans, and that our guest services team responded quickly when you experienced the water issue.
I’m very sorry, however, that the temperature in the apartment made your stay uncomfortable. During warmer periods the rooms can become hot, and I appreciate how difficult it must have been to sleep when the temperature reached 28.5°C. I also understand how frustrating it was that we were unable to provide fans at the time as the building does not have air conditioning — this is something we are actively reviewing so we can better support guests during hot weather.
Your comments are extremely helpful, and we’re working on improving both communication and the availability of cooling options to ensure a more comfortable experience in future.
Thank you again for your feedback — we’re glad you enjoyed the apartment and location, and we appreciate you taking the time to let us know how we can improve.
Didnt want to leave
Didnt want to leave. Fabulous modern clean well designed apartment.
8 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your lovely feedback. We’re delighted to hear you didn’t want to leave and that the apartment felt fabulous, modern, clean and well designed. It’s wonderful to know it made such a positive impression during your stay.
We really appreciate you taking the time to share your experience and hope to welcome you back again soon.
The apartment was very clean and…
The apartment was very clean and comfortable and an ideal location.
6 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your feedback. We’re really pleased to hear the apartment was very clean, comfortable and in an ideal location for your stay. We appreciate you taking the time to share your experience and hope to welcome you back again.
Apartment was lovely and spacious other…
Apartment was lovely and spacious other then the fact it didn't have a blind on one off the windows ,so my daughter got woken up by the light as she was on the sofa bed and could do with a pan and brush .other then that it was a good location aswell :) and everything else that was needed for a nice stay.
3 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for sharing your feedback. I’m really pleased to hear the apartment was lovely, spacious and had everything you needed for a nice stay, and that the location worked well for you.
I’m very sorry, however, for the inconvenience caused by the missing blind. Being woken up early by the light is understandably frustrating, especially when using the sofa bed. We’ve passed this on to our team so the blind can be fitted as soon as possible. Thank you also for mentioning the need for a pan and brush — small items like this make a big difference, and we’ll ensure they are added.
We’re glad that, aside from these issues, you enjoyed your stay and found everything else to be just right. We appreciate your feedback and hope to welcome you back again.
Great communication
Great communication
Spacious, and very clean apartment. Living area with dining table, well equipped kitchen only one sofa would benefit from extra seating for larger groups Fabulous views .
Great location, close to tube station, bars and restaurants
4 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your lovely feedback. We’re delighted to hear the communication was great and that you found the apartment spacious, very clean and well equipped. It’s wonderful to know the living area, dining space and kitchen suited your stay, and that the views made such a positive impression.
We appreciate your note about seating — additional options can certainly help larger groups feel more comfortable, and we’ll take this on board for future improvements.
It’s great to hear the location worked so well for you, with easy access to the tube, bars and restaurants. Thank you again for sharing your experience, and we hope to welcome you back soon.
Amazing Service
Thank you for such an amazing stay! A very welcoming and spotless apartment with easy access to alot of things in the heart of Salisbury. Excellent customer service who went out of their way to provide a service they advertised.
5 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you so much for your wonderful feedback. We’re delighted to hear you had an amazing stay and found the apartment welcoming, spotless and perfectly located in the heart of Salisbury. It’s great to know the area offered easy access to everything you needed during your visit.
We’re especially pleased to hear that our customer service team went out of their way to support you and deliver exactly what was advertised. Your kind words mean a lot to us.
Thank you again for taking the time to share your experience — we hope to welcome you back very soon.
Lovely apartments
Lovely apartments, lots of space & good location! Easy check in, comfy, everything lovely - would stay again.
10 juillet 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your lovely feedback. We’re delighted to hear you enjoyed the apartments and found them spacious, comfortable and in a great location. It’s wonderful to know check‑in was easy and that everything was just right for your stay.
We really appreciate you sharing your experience and would be very happy to welcome you back again.
None of the list of missing items
None of the list of missing items, repairs, or concerns were done. This is despite the multiple attempts to request.
- Back shower drain not draining
- Dishwasher inoperable
- No clean dishes upon arrival
- No extra rolls of toilet paper
- No kitchen towels
- No paper towels
- No napkins
- No kitchen dish soap
- No laundry detergent
1 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for taking the time to share your feedback. I’m very sorry that the items and repairs you reported were not resolved during your stay, despite your multiple attempts to request support. This is not the level of responsiveness or care we aim to provide, and I understand how frustrating it must have been to arrive and find several essentials missing or not functioning.
The issues you listed — including the shower drain not draining, the inoperable dishwasher, and the lack of clean dishes on arrival — should have been addressed promptly. These are basic standards, and I’m sorry they were not met.
Regarding the missing items, we appreciate you highlighting the absence of toilet rolls, dish soap and laundry detergent. These should have been stocked before your arrival, and we will follow up with our housekeeping team to ensure stronger checks are carried out.
For clarity, kitchen towels, paper towels and napkins are not part of the standard inventory we provide. However, the rest of the items you mentioned should have been available, and I’m sorry they were not.
Your feedback is extremely important, and we are reviewing both our housekeeping processes and our response procedures to ensure issues raised by guests are acted on quickly and thoroughly. You deserved a far smoother and more supported experience.
Thank you again for bringing this to our attention.
The accommodation was very clean and…
The accommodation was very clean and suited us perfectly. However, the rooms are sweltering and need some sort of Air Conditioning.
2 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your feedback. I’m really pleased to hear the accommodation was very clean and suited your stay perfectly.
I’m very sorry, however, that the heat in the rooms made things uncomfortable. We understand how challenging this can be during warmer weather, and your comment about the need for air conditioning is both valid and appreciated. We are actively reviewing additional cooling solutions across our properties to improve guest comfort.
Thank you again for sharing your experience — your feedback helps us prioritise the right improvements.
Spotlessly Clean Apartment, Let Down by Poor Check-in
The apartment was very neat, clean, and minimalist. It had a lovely balcony, although it was a shame there was no outdoor furniture to make use of it. The transfer into Cambridge was quick and convenient, and the amenities provided were everything we needed.
Unfortunately, the check-in process was a nightmare, and communication from the management company was very poor. I booked through Booking.com months in advance, including parking, but on the day of arrival I had not been sent the pre-registration form. I had to contact the company myself, complete the form, and then get back in touch to confirm everything.
I was then told they had no record of my parking booking, so I had to call again. Thankfully, I was told I was “lucky” because they had one parking space left. After a long drive from York, this was the last thing we needed and made for a very stressful start to our stay.
The area itself felt very safe, although somewhat surreal. There is a lovely little shopping area just a few minutes away, and we were fortunate to catch a flea market during our visit. It feels like a very up-and-coming village aimed at a more affluent market. However, it lacked character for us, so I don’t think we would stay there again.
Overall, while I can’t fault the cleanliness or the apartment itself, the poor communication and stressful check-in process meant the experience didn’t live up to expectations.
1 août 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for taking the time to share such a detailed review. I’m really pleased to hear you found the apartment neat, clean and comfortable, and that the balcony, amenities and convenient access into Cambridge all contributed positively to your stay.
I’m very sorry, however, for the stressful start you experienced. The check‑in and parking process clearly fell short of expectations, and I appreciate how frustrating this must have been — especially after a long journey. You should not have had to chase the pre‑registration link or parking confirmation, and we recognise that this created unnecessary pressure at the beginning of your visit.
Your feedback on communication is extremely valuable. We are reviewing our pre‑arrival processes to ensure registration links are sent reliably, parking bookings are correctly logged, and guests receive clear, timely information without needing to follow up themselves.
I’m glad the area felt safe and that you enjoyed the nearby shops and market, even if the overall atmosphere wasn’t quite the right fit for you. While it’s great to hear the apartment itself met a high standard, I’m sorry the arrival experience meant the stay didn’t fully live up to expectations.
Thank you again for your honest feedback — it helps us improve the experience for future guests.
Recommended
We had a really good stay at Charles Hope in Birmingham. Lovely apartment that was fully furnished, clean and had everything we needed for our 3 day stay.
There is a parking area in front of the apartments (£7.50 for 24 hours).
Great location within walking distance to the tram and buses as well as local shops.
30 juillet 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your lovely feedback. We’re really pleased to hear you had a great stay at Charles Hope Birmingham and that the apartment was clean, fully furnished and had everything you needed for your three‑day visit.
It’s great to know the location worked well for you, with easy access to transport links, shops and local amenities. We’re also glad the parking nearby was convenient and reasonably priced for your stay.
We appreciate you taking the time to share your experience and hope to welcome you back again.
Hello!
Hello!
We had a wonderful one-month stay at Charles’s apartment. Everything was excellent from start to finish. The apartment was exceptionally clean, comfortable, and had everything we needed for a long stay. The location was perfect—very convenient, with easy access to shops, restaurants, public transport, and the beach. Charles was a great host, always helpful and responsive. We truly felt at home and would highly recommend this apartment to anyone visiting the area. Thank you for making our stay so enjoyable!
Best regards,
Aktolkyn
3 juillet 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you so much for your wonderful review. We’re delighted to hear you enjoyed your one‑month stay and that the apartment felt exceptionally clean, comfortable and fully equipped for a longer visit. It’s great to know the location worked perfectly for you, with easy access to shops, restaurants, transport and the beach.
We’re also really pleased to hear you felt at home and that our team were helpful and responsive throughout your stay — that means a lot to us.
Thank you for recommending the apartment and for your kind words. We’re thrilled your stay was so enjoyable and would love to welcome you back again in the future.
Réponse de Charles Hope Apartments
Thank you for your feedback. We’re really pleased to hear you enjoyed the apartment and found the location great for your stay. We appreciate you taking the time to share your experience and hope to welcome you back again.
The parking lot was noisy
The parking lot was noisy. Couldn’t get a good night sleep. The apartment is very nicely done but the location stinks. I did not enjoy myself recommendation. You should put some small fans in the place to accommodate summertime.
27 juillet 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for sharing your feedback. I’m pleased to hear you found the apartment nicely finished, but I’m very sorry that noise from the parking area affected your stay — a disturbed night’s sleep is never what we want for our guests. We understand how frustrating this must have been.
I appreciate your comments about the location and your suggestion regarding fans. We are reviewing additional cooling options for summer stays, and your feedback is helpful in guiding that. Guest comfort is extremely important to us, and we’re always looking for ways to improve.
Thank you again for taking the time to share your experience.
About our stay at Charles Hope Appartments
I booked through booking.com which is always a good service. The location was excellent even though you looked out on to the road. The facilities were excellent, very modern spacious, 2 bedrooms one with on suite bathroom, exceptionally clean and everything you could need for your stay, be it overnight or a couple of weeks. Please be aware that there is no lift and 2 flights of stairs but this is also mention in the description of the apartment. When we arrived the patio door would not open this was easy sorted we contacted the number and email address provided they rang back within 20 mins explained that it could not be sorted till morning as it after hours but they came 1st thing next morning and fixed it, which was great as it was 33° . Although there is no parking at the apartment there is plenty of parking near by with overnight free parking 7 pm to 7 am and the day rates are good too if you just want to relax for a day. Easy access to the M25 which makes it easy to travel to attractions. There is also a train station near by, we left the car and took the train in London which was excellent, no traffic.
Would we stay again, absolutely, definitely deserves a 5 star review.
28 juillet 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you so much for your detailed review. We’re delighted to hear you found the apartment excellent — modern, spacious, exceptionally clean and well equipped — and that the location worked perfectly for your plans. It’s great to know the nearby parking options and transport links made your trip even easier.
I’m sorry for the inconvenience with the patio door on arrival, but I’m very glad the team were able to respond quickly, explain the situation, and get it fixed first thing the next morning — especially with the heat you mentioned. We appreciate your understanding.
Thank you also for noting the stairs and lack of lift for future guests — as you mentioned, this is included in the apartment description, but your reminder is helpful.
We’re thrilled to hear you would “absolutely” stay again and feel the experience deserves a 5‑star review. Feedback like yours means a lot to us.
We look forward to welcoming you back.
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