Troutbeck Rooms by DC London Rooms

"I booked a room for two nights, the first night I spent all afternoon and night looking for the apartment, the people in the area helped us but it was impossible, they had a bad location, they did not answer the phone and we had to find another hotel that was full because of the queen and the next morning they sent us a message that our reservation has been canceled for not showing up when they are the ones who have misplaced the location."

"I'll begin with a summary. My problems here with this property includes but not limited to cleanliness, hygiene, false advertising, customer service. If you see the pictures I've attached, you'll see the pictures of what I saw when I booked and what I actually get. From the photo gallery, they advertised a double bed as a single room. (Which is a common thing in London due to the legally allowed number of people residing in one property). And if you click the 'view room' on the picture with blue throw, it leads you to the payment to the single room. If you scroll through the photo gallery, you could see not a single picture of the single (bed) room. Oh, I have the screen recording. Unfortunately, I can't attach them here. I showed up at the property to find it in a disgusting state, it is so dirty and in an absolute mess. I've attached pictures below. I messaged and called them but nobody seemed to understand what to do. I received a random 'Call Sara' message before they led me to an email address. They denied all the false information they have provided and say it is in a perfect condition. Absolute joke. Edit: wow, even your reply is rubbish. 1. You are blaming Agoda here - I have been using Agoda for a very long time and I've never encountered this problem. I do expect reimbursement from all this trouble. But your property and your advertisement are also your responsibility. 2. You are blaming me here - I have a screen recording of your property and it offers no other rooms but single room and twin room. 3. You are blaming your staffs here - Right, this is exactly what I meant. Shifty and terrible customer service. Why don't you speak to them? And it should be clean all the time! Not when I ask them! I stay in so many places and I have never had to ask someone (management or staff) to clean a place after I check in. You are having a laugh and gosh, how incompetent! Especially during this time of the pandemic. And lastly, I said your property and I didn't specify the room. I attached pictures of the things I will have to use everyday. The sink, the hall, the kitchen. Please, actually read or look before you reply."