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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Really nice apartment, spacious and very clean. Everything you needed was in there. Was a little difficult to find and the sign outside is very small. Had some difficulty finding the apartment, as the... Voir plus
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Check in was not easy. Left out in the rain whilst trying to call the given number a few times. First couple of attempts went to voicemail, but the message book was full so couldn't leave a... Voir plus
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Apartment was clean and very well presented. On arrival the door lock was broken and this proved an issue throughout the stay. Initial communication with the property managers seemed ok but everyth... 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
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312 avis
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A répondu à 54 % de ses avis négatifs
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The apartment was modern and very clean…
The apartment was modern and very clean and everything we needed. Though we didn't spend much time in the apartment due to be out most of the day, it was very nice, with great views of the city. The only issue we had is that it was very warm and tried to turn the thermostat down but didn't seem to do anything so just had to have the windows open to try and let some fresh air in to cool down the rooms.
The location is good, a little bit of a walk to the city centre, ideal if you are going to watch Everton play or doing activities around the docks.
Would certainly stay there again and felt it represented good value for money at the short notice we booked at.
30 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your detailed feedback. I’m pleased to hear the apartment was modern, clean and well equipped, and that you enjoyed the views and convenient location. I’m sorry the temperature in the apartment was uncomfortable and that adjusting the thermostat didn’t help. We will review our guidance and ventilation options to ensure guests can manage the room temperature more effectively. We appreciate your positive comments and are glad to hear you would stay again.
Easy to book although check in was…
Easy to book although check in was disorganised. I hadn't received an email with door code prior to check in. Spent 20 mins trying to get through via phone to be told one code does both doors. It doesn't!
Had to call back again to then be given 2 different codes, 1 for each door. All whilst standing on the doorstep with luggage.
Apartment was nice, modern and clean. Powerful shower, generally a nice place.
29 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your feedback. I’m glad to hear the apartment was modern, clean and comfortable, but I’m sorry for the difficulties you experienced at check‑in. You should have received the correct access codes in advance, and the confusion on arrival — especially while waiting with luggage — is not the standard we aim to deliver. We’re reviewing our communication and access instructions to ensure guests receive clear, accurate details before arrival. Your comments are appreciated.
Keynest system was a little bit of a…
Keynest system was a little bit of a pain - but otherwise this was a pleasant stay, nice tidy accommodation.
27 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your review. I’m pleased the apartment was clean and comfortable, and that you had an enjoyable stay overall. I’m sorry the Keynest collection was a little frustrating; we’re working to streamline this part of the process.
Amazing spacious apartment with great…
Amazing spacious apartment with great location overlooking the Mersey ferry . Only downside was, with it been one of the hottest weekends in Liverpool the apartment
Was too hot and really needed a good air conditioning system. With the windows open and 2 fans provided it was still so very hot inside the apartment. Excellent layout and 24 hour security of the building, we felt very safe and secure. Very informative information on arrival and departure. Overall we had a wonderful visit to Liverpool
26 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your detailed feedback. I’m delighted to hear you enjoyed the spacious layout, excellent location overlooking the Mersey and the secure, well‑managed building. I’m sorry the apartment was uncomfortably hot during one of Liverpool’s warmest weekends. The apartments are not equipped with air‑conditioning, and even with fans and open windows the temperature can be challenging in extreme heat. We’re reviewing additional cooling solutions to improve comfort during hotter periods. I’m pleased your visit was still a wonderful one overall, and we appreciate your kind comments about the arrival information and security.
I arrived to the hotel and instructions…
I arrived to the hotel and instructions to pay the deposit and register had not come through before hand. I had to ring up and get that sorted so the key code for the box to realease the key to the room. Once that was done I got the key went to my apartment only to find the room had been trashed and not cleaned by the previous resident. I then had to call a second time to inform the staff of this. They then told me to go back down only to return the key and get another key for another apartment. On entering the new apartment there was damage to the kitchen. I rang up a notified staff as I had put down a deposit and did not want to be charged for damage which I did not cause. The person on the phone was not able to get me another apartment or offer a partial refund. All In all bad experience considering I was just there for the night I spent half the day on the phone when I should have been out enjoying the city.
27 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for taking the time to share your experience. I’m very sorry for the issues you encountered throughout your stay. You should have received the registration and deposit instructions in advance, and the confusion around accessing the key box — especially while waiting at the doorstep with luggage — is not the standard we aim to deliver.
I also apologise for the condition of the first apartment. It should never have been released without being fully cleaned and inspected. The damage you found in the second apartment is equally unacceptable, and I appreciate you notifying us so it could be recorded correctly against your deposit.
I’m sorry we were unable to offer an alternative apartment or a partial refund at the time. Your stay should have been straightforward, especially for a short visit, and instead you spent a significant amount of time resolving issues that should not have occurred. We are reviewing each point with our operations and housekeeping teams to ensure this does not happen again.
Poor quality and no maintenance
Poor quality, clearly lacked maintenance. Window latch broken (marked as since 17.10.2025), bathroom had one (out of 6) LED light working.... I had to shave in the living area, shower slow to drain (on inspection as the plug was choked with hair) and despite offering free guest access on the welcome card... it wasnt working.
Very, very poor.
26 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for taking the time to share your feedback. I’m very sorry for the condition of the apartment and the maintenance issues you encountered. The broken window latch, poor bathroom lighting, slow‑draining shower and the guest Wi‑Fi not working are all unacceptable and far below the standard we aim to deliver. These items should have been identified and resolved during routine checks, and I appreciate you highlighting them. We are reviewing each point with our maintenance and housekeeping teams to ensure they are addressed immediately. Your experience should have been straightforward and comfortable, and I’m sorry that was not the case.
Great apartment in a good location
Great location for us because we wanted to be close to Battersea Power Station and the shops. The apartment was great, with everything we needed for our stay. Five minutes to the underground station at Battersea.
26 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your review. We’re delighted to hear the apartment had everything you needed and that the location near Battersea Power Station and the underground worked so well for your stay. We appreciate you choosing us and hope to welcome you again.
The apartment was top spec all except…
The apartment was top spec all except no AC or even a fan, I know it’s hot but needs something as unable to sleep due to heat. Would come again but not in summer
25 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your feedback. I’m pleased to hear the apartment was finished to a high standard, but I’m sorry the temperature made your stay uncomfortable. The apartments do not have air‑conditioning, and during very warm periods the heat can be difficult to manage even with fans and ventilation. We’re reviewing additional cooling options to improve comfort in summer. We appreciate your comments and are glad to hear you would return outside of the hotter months.
Lovely apartment but ….
Very difficult to find and when I arrived the parking I had paid for hadn’t been added to the system which then meant I had to phone to get it uploaded - bad WiFi signal made this difficult but eventually it was sorted. Long walk from car park to apartment through several doors, gates and lifts having to use a security fob at every barrier all while carrying luggage.
When I checked out there was no-one on the desk so another phone call was made and I was just told to leave the fobs on the desk!! I was then unsure that check out was complete!!
However on the plus side, the apartment was immaculate and provided us with a modern home from home feel and a great night’s sleep. We struggled to find cups, glasses etc but found them in the dishwasher!! Would have been nice if this had been unloaded and put away so we didn’t have to track them down.
The M11 is very close but you couldn’t hear it at all. In fact the whole apartment area was lovely and quiet.
22 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for sharing your experience. I’m pleased to hear the apartment was immaculate, comfortable and quiet, but I’m sorry for the difficulties you faced on arrival. The property should have been easier to locate, and your pre‑booked parking should have been correctly added to the system before you arrived. Having to make calls with a poor signal and then navigate multiple gates, doors and lifts while carrying luggage is not the experience we want for our guests.
I also apologise that no one was available at the desk during check‑out and that the process felt unclear. Your comments about the crockery being left in the dishwasher are appreciated — this should have been fully prepared before your arrival. Thank you again for your feedback; it helps us improve the arrival and departure experience for future guests.
Room wasn’t seen to since the previous tenants
Room wasn’t seen to since the previous residents. Bedding was on the floor and the bed wasn’t made up. Food from Previous tenants were still on the kitchen sides and pots, pans and cutlery were still in the sink.
The state of the bedroom made it so that I had to stay on the sofa. With no sheets/bedding/blankets/pillows.
All towels were not cleaned from previous tenants so I had to buy a new towel so I could at least have a shower.
Overall experience was terrible. However the woman on the phone did try and help me. I think it was more of a housekeeping issue.
22 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for taking the time to share your experience. I’m very sorry for the condition of the apartment on your arrival — it should never have been released without being fully cleaned, prepared and inspected. Finding bedding on the floor, used kitchen items left out, and unwashed towels is completely unacceptable and far below the standards we expect from our housekeeping team.
I’m also sorry that you were left without any clean bedding or towels and had to sleep on the sofa and purchase your own towel. This is not the experience we want for any guest. I appreciate you noting that the team member you spoke with tried to assist; we will be reviewing this incident thoroughly with our housekeeping and operations teams to ensure it does not happen again. Thank you for bringing this to our attention.
Apartment was lovely and clean
Apartment was lovely and clean, spacious and central.
A few little things would have helped- I didn’t receive the email for “pre-check in” so had a bit of a panic finding the place. I phoned the number on the confirmation and the man I spoke to couldn’t have been more helpful and patient.
Inside the apartment would have benefitted from some dishwasher tablets, some coffee pods, a spare loo roll and possibly a fan.
20 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your feedback. I’m pleased to hear the apartment was clean, spacious and centrally located, and that our team member was helpful when you called. I’m sorry the pre‑check‑in email didn’t reach you, which made arrival more stressful than it should have been. Your suggestions regarding dishwasher tablets, coffee pods, a spare loo roll and a fan are appreciated — these small additions can make a meaningful difference, and we’ll review them with the team. Thank you again for sharing your experience.
Lovely apartment
Lovely apartment, had to call up in order to receive code and kitchen could have done with some more appliances eg frying pan. Overall great stay though
22 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your feedback. I’m pleased to hear you enjoyed the apartment and found it lovely and clean, but I’m sorry you had to call to receive the access code. Your note about additional kitchen appliances, such as a frying pan, is appreciated — we’ll review this to ensure the apartment is better equipped. Thank you again for your comments.
Excellent
The flat was very clean and spacious and had everything we needed for our stay. The overall finish is excellent and I don’t have anything bad to say. Although we only stayed for one night it was close enough to the park and ride and were able to get in and out Cambridge. The process from start to finish was easy.
20 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your review. I’m delighted to hear the flat was clean, spacious and well equipped, and that the location worked perfectly for your visit to Cambridge. It’s great to know the process from start to finish felt easy. We appreciate your feedback and hope to welcome you again.
Beautiful, new, spacious apartment
Amazing stay. Being honest if I could give 4.5 stars I would as it was almost perfect.
What I loved:
The apartment was beautiful with a brand new luxurious feel. There was so much space, amazing bathrooms and very comfy beds and even the view from the balcony was fabulous. Very secure, not too far from city centre and the price for what we got was fabulous.
The AI bot in the Whatsapp chat was actually quite accurate and responded fast with the information needed. The deposit was released and returned to me within 24 hours of checking out.
What could have been improved:
Overload of information in emails:
Before you check in you are provided a lot of information, some I feel is in accurate or could be rewritten to be clearer.
Checking in:
This ties in with the previous point that checking in wasn't clearly sign posted and I assume thats why they try so hard to instruct you on what you need to do to check in but some information can be removed if just clearer signposting is provided on site as finding reception is not obvious.
Finding the room:
That also leads to then finding the room. We were walking around in circles for a while in the car park looking for access to the area to our room but it was in a separate entrance that was not made clear by reception - again we had to ask locals for guidance. We spent at least 30 minutes after getting the keys to even locate the room.
Air con:
The air con did not work which was a shame because it was a hot day. We followed the instructional videos they provided on YouTube but the system just kept saying that there was an error.
Deposit:
When checking in online there was a £100 deposit which wasn't a problem but for some after they've committed to the booking via third party websites may take them by surprise as it was not made crystal clear that this would be the case.
---
Some improvements in terms of overall experience it was definitely a good one and we would happily stay again.
20 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for taking the time to share such a detailed review. I’m delighted to hear the apartment’s space, finish, comfort and views made your stay feel almost perfect, and that the location, security and value all worked well for you. I’m also pleased the WhatsApp support and deposit process were smooth.
I’m sorry for the areas that caused frustration. The volume and clarity of our pre‑arrival information clearly need refining, and we will review both the wording and the amount of detail provided. Your comments about signposting for reception, access routes and locating the apartment are particularly helpful — these should be straightforward, and we will work on improving on‑site guidance.
I also apologise that the apartment became too warm during your stay. The apartments are not equipped with air‑conditioning, and we understand this can be challenging on hotter days. We will continue reviewing cooling options to improve comfort.
Your point about the deposit information not being made clearer at the time of booking is also appreciated, and we will ensure this is communicated more transparently.
Thank you again for your balanced feedback. We’re pleased your overall experience was a good one, and we look forward to welcoming you back.
Great accommodation and communication
Great accommodation and communication. Very well organised. Brilliant location. Thank you.
20 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for sharing your experience. I’m pleased to hear everything was well organised and that both the accommodation and location met your expectations. We’re glad you had a great stay.
Great location
Great location, lovely building, amazing 2 large rooms and seperate toilets
Marked 1 star off because we couldn’t control the temperature of the room and it was so stuffy couldn’t turn the heating down or off couldn’t put the AC on.
18 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your review. I’m pleased to hear you enjoyed the location, the building and the spacious layout of the apartment. I’m sorry the temperature was uncomfortable during your stay — the apartments do not have air‑conditioning, and the heating controls are managed centrally, so guests are unable to adjust them. We understand how frustrating this can be, especially when the room feels stuffy. Your feedback is appreciated.
Would NEVER Return
Check-in process long, inconvenient and difficult
No toilet paper in either bathroom and Customer Service solution was to return to reception in another building, get a key for another apartment, take toilet roll from there, and then return key. Unbelievable.
Kitchen tap completely detaches.
Terrible experience. Shame as great potential.
20 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your review. I’m very sorry the check‑in was difficult and that the apartment was missing basic essentials like toilet paper. At the time you contacted us, the team member provided the only immediate option to make sure you weren’t left without supplies, but I understand it was not a satisfactory experience. The issue with the kitchen tap also should never have been present. We appreciate your honesty — the building has great potential, and your feedback will help us address the gaps.
Clean and tidy, but lacking amenities
The apartment was well priced and very clean, however there were things lacking that you would expect from a serviced apartment such as a cloth to do washing up and toilet roll etc. it was also a huge faff to get into the property which was really off putting
19 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your feedback. I’m pleased to hear the apartment was clean and well priced, but I’m sorry that essential items such as washing‑up cloths and toilet roll were missing — these should always be provided in a serviced apartment. I also apologise that accessing the property felt complicated and off‑putting. Your comments are helpful, and we’ll be reviewing both our provisioning standards and arrival process to make this smoother for future guests.
Fantastic facilities and levels of…
Fantastic facilities and levels of cleanliness. Fantastic views and service within the building.
19 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your review. We’re delighted to hear you enjoyed the facilities, the high standard of cleanliness and the fantastic views. It’s great to know the service within the building also made a positive impression. We appreciate your feedback.
The studio I booked displayed river…
The studio I booked displayed river views. The studio I checked into faced the other way.
Other than that, it served it purpose.
18 juin 2026
Avis spontané
Réponse de Charles Hope Apartments
Thank you for your feedback. I’m pleased to hear the studio served its purpose for your stay. I’m sorry the apartment you were allocated did not face the river as shown in some of the listing images. Our booking platforms display a selection of our available apartments rather than a specific unit, which means views and layouts can vary. We appreciate you highlighting this and will continue working to make this clearer for future guests.
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