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What a disaster
London apartment at Vauxhall Bridge hosted by James. Couldn't get the deposit to go through using their link at the eleventh hour a payment using ApplePay finally went through otherwise they wouldn't give me the code to get into the apartment. Very stressful. Check in is 3pm but couldn't access the apartment until 6.30pm and only because I had to get Booking.com involved. The contact phone number stopped being answered at 3.30pm. Had to collect the key from a very dodgy shop quite a walk away from the apartment when it's pouring with rain and then when you get there the key isn't there because the cleaner hadn't dropped the key off. Twice I trudged to this shop and both times the key wasn't there. Finally got holder of the cleaner because Booking.com got involved, she let us in at 6.30pm but the cleaner didn't leave the apartment until 8.30pm so we couldn't go anywhere until she was finished. Electricity trip switch in the apartment kept tripping off when electrical appliances were used. The cupboard with the electricity box in was piled high with linen covering the electricity box. Hair dryer actually caught on fire and the fire alarm didn't go off. Bathroom, dirty, mouldy and the extractor fan was smashed. I notified James about these things on the Saturday morning and he did refund me a good will payment of £80 for the inconvenience. Even so, what we went through, plus the cost of the booking there should have been some money back, it spoilt our weekend away. After writing to Booking.com to get some compensation it appears James has decided not to respond. My booking was actually cancelled by AV Stays and put down as a no show. I am still waiting for my deposit of £250 to be refunded after four weeks, it should take 2 weeks at the most. I'm assuming the fact that the accommodation is showing as a 'no show' they are withholding my deposit. I have taken the deposit issue up with Booking.com, who have now sent me a form to fill in and say they will refund the deposit if the host doesn't.
I will never recommend AV Stays to anyone. I did research them before booking and now after the event I think the 5 star reviews are dodgy too.
Before you respond AV Stays please be aware we have taken photographs during our stay and documented everything and can prove all the accusations I have made.
The telephone number for their customer services is no longer available

Update after AV Stays response ; no refund has been sent to my bank account as of today 9th January 2025 and my reservation was 6th December 2024

I am not going to respond to the feedback received from AV Stays, everything I have said was genuine and truthful, I am not getting into a stupid argument, we both know who is telling the truth. I just want my deposit back. This is now in the hands of Booking.com
Update as of 21.1.2025: 6 weeks after our check out, still no refund from AV Stays and I am waiting for Booking.com to refund the deposit as they said they would. Unfortunately they are waiting to hear from AV Stays and so far there has been no answers to Booking.com phone calls or emails.

I had a great stay,
I highly recommend it.🙏🥰

Clean, well-furnished apartment and in a good location. Megan (Host on Airbnb) was terrible though. Matthew/Andrew however, is accommodating. since she decided to preempt a negative review from me and state she had issues hosting me. Kindly come here and stipulate these issues. WIFI is not listed as an amenity but is complimentary. I had begged Megan (not reading the full list as I assumed that WIFI would be the minimum provided by a company-owned hosting company). Her responses were curt and dismissive, and then the company proceeded to charge my card - not block funds as stipulated in their deposit policy which she kept referring to. I was not informed of this charge until I called my bank. Then she said that She would have explained to me if I had asked. LOL! Refunds were not made until I called my bank and contacted Megan. She should provide details on any issues I had caused during the hosting aside for asking for good working WIFI- which Matthew assisted with, PAID extension of half-day stay - which she declined and I moved out as agreed, and delayed refunds of security deposit.

Happy to post screenshots of our conversation.

Standing 10 toes down on the review. I see Megan has managed to secure another unsavory review on trust pilot with similar issues on how charging for deposits rather than blocking it as stated in their policy, getting irritated with requests or complaints. Megan, as the owner of a rental business in hospitality, if you don’t know have the requisite training on customer service, please hire someone who does, rather than take accountability you are flagging my review as defamatory when you accused me of slander, because your ratings have dropped significantly. Trust pilot might decide to take down this review, it’s in the past and I have dealt with the trauma your service caused me.

Had a wonderful experience with AV Stays. The property was exactly as described clean, cozy, and well-equipped. Check-in was smooth, and the host was incredibly responsive and attentive, even providing a welcome basket and local tips. The location was perfect, quiet yet close to everything. One of the best Airbnb stays I’ve had highly recommend!

Cancelled our booking at the last minute because the landlord, management company, building policy decided that all of a sudden we are at risk of a party or they only do 1 night stays - nothing made sense

AV Stays were great hosts, they really made us feel welcome in their property as if we were at home. We also decided to book our contractors in a couple of their other properties also! We will definitely be staying with them whenever we’re in the area.

Thanks again!

Amazing service, very professional! Would definitely recommend!!

Had a lovely stay, excellent!!

Great hosts
Really kind and helpful.
I recommend

very professional, reliable and punctual. Will definitely use them again.

Great customer service. Very empathetic.

Amazing experience, will definitely be back!

We have used AV stays numerous times now for accommodation for work. Can not fault them. Great experience every time, excellent staff, especially James who goes above and beyond for us.

Was a incredible stay, I loved the space, cozy, everything was very clean and organized! I will come back again 💯

Beautiful house in a lovely area everything you need as was the fantastic hosts definitely return when in the area again thank you

Me and my family stayed at the property for a month. We all had a lovely time. Megan was great to help us with anything we needed and was always quick to reply. The house was very clean and with a very high standard. The design of the house is very well thought of. Every thing in there feel luxurious. Would definitely stay there again.

Our stay at AV Stays' Airbnb in Vauxhall was fantastic! The location was ideal for exploring the vibrant city of London. With excellent transport links, we were able to easily access popular attractions like the Tate Britain and the London Eye. The nearby Vauxhall Pleasure Gardens provided a lovely green space for relaxation. AV Stays' choice of location in Vauxhall made our London adventure even more enjoyable!

I recently had the pleasure of staying at the delightful 6 bed house in London for a long-awaited friends reunion, and I must say, it exceeded all our expectations! From the moment we stepped inside, we were greeted with a warm and inviting atmosphere that instantly made us feel at home.

First and foremost, the house itself was spacious and beautifully decorated, providing ample room for our group of friends to relax and catch up. The six bedrooms were comfortable and thoughtfully furnished, ensuring everyone had their own private retreat to unwind after a day of exploring the city.

The cozy sofas and large dining table were perfect for our group gatherings, and the well-equipped kitchen made it a breeze to prepare meals together.

Excellent location. We were within walking distance of charming cafes, trendy shops, and local attractions, making it easy to immerse ourselves in the city's vibrant culture.

What truly set this Airbnb apart was the exceptional hospitality provided by the host. From the moment we made our booking, they were incredibly responsive and accommodating, ensuring our stay was nothing short of perfect. They provided us with helpful recommendations for nearby restaurants and attractions, and their attention to detail truly made us feel valued as guests.

Overall, our friends reunion at this property was an unforgettable experience, and we have this Airbnb to thank for it. If you're planning a similar gathering or simply looking for a comfortable and welcoming place to stay in London, I wholeheartedly recommend this Airbnb. You won't be disappointed!

Our stay went very well, the accommodation is well located for visiting Kent by car or by reaching London via train

The apartment is very pleasant very clean and the beddings to.

Megan was very quick to answer our questions and caring about her guests feeling comfortable.

Stayed at AV Stays property over the new year weekend via Airbnb. I have never had a worse experience with an Airbnb host. Ever.

Basic essentials missing from the property, e.g. no tissue in downstairs bathroom, no hand-wash in kitchen, no towels in kitchen or bathroom. Hair in a bowl in the cupboard.

Amenities listed were not there, e.g. highchair, toys for under 5s. Had to contact the host for all of these. Highchair we got had no buckles.

Front door very difficult to open once closed. Back door didn't lock; very worrying having travelled with a baby and toddler. The host sent a handyperson over who told us the host knew about this several days ago. I was shocked we were allowed to stay while the host knew this. Host denied this and said the handyperson talked too much and got mixed up. Different handyperson was sent. He also said the same. He also told us he was the host's father. Host didn't know he told us this and when I said a second handyperson has said you knew about this, said this guy sounded drunk. Not only did two different people corroborate the fact that the lock didn't work but this host thought it was okay to say these things about them. I requested a partial refund due to the many issues, which the host denied. Airbnb gave me a partial refund after I complained to them with photo evidence and screenshots of the issues and complaints

Host said I'd get my £300 security deposit back by 7 working days but I didn't. When I contacted her on day 7, she said it would be a further 5 days. This is despite a message the host sent me after we left thanking me for leaving the place so tidy and that it was appreciated. I'm still waiting for my deposit.

In anticipation of the poor review she would be getting, the host posted a review of me saying 'for a range of reasons' she would not recommend me to other hosts without being able to point to a single thing why. Because she had no reason apart from pettiness and knowing I would be complaining about my stay.
Every other review of me from other hosts is excellent and Airbnb upheld my complaint giving me a 30% refund as they saw my photo evidence.

I will never book with AV Stays again. You have to have a basic expectation of honesty and we didn't get this.

Edited after reading AV Stay's response:

As I said, I took photos and sent screenshots of messages to Airbnb with evidence of the missing essentials and amenities, which most certainly were not there. Airbnb did not give me a 30% refund out of charity but because I provided proof.

The back door lock took two days to resolve - I would not count this as swiftly resolved. The stiff front door was not resolved at all during our stay and the second handyperson was most definitely not a young man but an older gentleman.

It took 17 days for me to receive my deposit back. This was wholly under your control as Airbnb said to me that the security deposit was a matter directly between the guest and the host as this payment took place outside of Airbnb's platform.

Finally, if you are addressing staff reviews/communication internally, I would suggest that you speak to staff about sending me aggressive private messages containing wild accusations like this one I received, which said '...unlike in your review where you have lied multiple times to slander not only my business but also hard working handymen. As I said, all of the dishonesty was expected after we did not allow you to cancel free of charge 24 hours before check-in...' This is absurd and I really don't know why AV Stays staff responsible for sending these types of messages thought that the poor treatment that I received would not be met by poor reviews. Trustpilot investigated my review and found no defamation. That's because every word I have said is the truth.