Arlo Apartments

It was absolutely terrible. The air-conditioning work manager and staff are rude and after you paid 500 and something you have to pay a deposit of 75 quid if you damage to place or leave it in a mess, it’s not good with people on benefits. They had a skip outside. People are still working there

They took out our money without telling us. So we reported this scammer to our bank, Trading Standards and ActionFraud. Reporting fraud will give us a chance to have our money back, and will prevent others from falling victim to the same scam. Here's our story, and other people's stories are attatched. We booked Duke Apar**ents for 2 nights through BookingCom. And when we checked in on 10th April 2022, we were asked to put a damage deposit of ￡75. They arranged us a room in Ritz Apar**ents instead of Duke Apar**ents, and the receptionist told us they are the same. And there was no free parking as they advertised on ***********. So we had to park on the road near the hotel. We checked out on 12th April 2022, and I went to the reception to ask if they want to check everything in our room before we check out, because I put damage deposit to them and I wanted to make sure everything is alright. But the receptionist told me no need to check the room, and the deposit will go back to my account if there is no damage to anything in the room. Sadly I trusted her. After coming back home, I gave this hotel some negative review on *********** because we didn't like the smell of the room and they didn't provide free parking like they advertised. Then on 1st May, I found they took ￡37 from my account on 24th April 2022 without telling us. I sent an email to ask what happened, then they told me I was rude when I cann't find a place to park and left the room dirty, so they took that money for cleaning fees. Because I didn't complain to anyone about parking during our stay, also we didn't leave the room dirty. I thought there maybe be a mistake, they could take me as someone else. So I sent an email with our details to ask them check if there is any misunderstanding. But they never replied. Then I started to read the reviews on Ritz Apar**ents and Duke Apar**ents, I found many victims from *********** and Google map. They had very similar story like ours. From those stories I can see, if guests made complaints or gave the hotel negative reviews, the hotel will steal guest's money from the so called damage deposit. And the hotel will say this is because the guest left the room dirty or damaged the room or something like that, which the guests cann't prove themselves innocent because they left already.

We were here for 15 nights. It wasn't particularly busy and was very quiet. We were in room 205. I would say the studio apar**ent (which my husband booked but as he doesn't usually book online he didn't book the larger room as he didn't realise there were different ones!!) is too small for a couple for more than a couple of nights. The bed pretty much fills the room. There is a small table and a desk/dressing table and 2 bedside tables. The wardrobe is by the entrance in a "hall way" type entrance. There are 2 wall lights over the headboard as well as ceiling lights. There is an air conditioning unit, radiator under the single glazed sash window and a portable radiator. An iron, ironing board, hairdryer, 2 dining chairs, tv, free wifi, and coat hooks are also in the room. The small kitchen area has a portable 2 ring hob, a full size oven, washer/dryer (better than my one at home!), microwave, kettle and toaster and full size fridge with an ice box section. There are 3 each of dinner plates, pasta bowls and side plates, and 2 cereal bowls, 2 knives, forks, dessert spoons and teaspoons, 2 wine glasses and 2 tumblers (1 of these was chipped and cracked. They would have replaced I expect but wasn't using so didn't bother asking.) If you are a shorty like me, a step ladder may be helpful as the cupboards are super high and impossible to reach! The bathroom has a large shower, plenty of lovely hot water, modern sink unit, towel rail...which didn't actually work...and a large hidden drawer under the sink. This is a good size room. Towels are provided. The bed is super comfortable. It's in a great area close to theatres, town and sea front. The receptionists were super friendly and helpful. The room cleanliness was ok but there's room for improvement such as dusting the wall lights and maybe washing the floor a little better. All in all I would stay here again but would book a larger room. I peeked in that was being updated and it was way better size wise! The hotel is undergoing renovations and from what I have seen will look really good!

My pregnant wife and I had what can only be described as the worst accommodation experience of our lives last Saturday evening with Duke Apar**ents. My pregnant wife and I were left in a situation where we had spent our last funds booking overnight accommodation with Duke Apar**ents and were told that we cannot stay because we didn’t have money for a security deposit that was only mentioned at the very bottom of the small print of their *********** webpage. When attempting to plead our case the receptionist actually told us to leave the premises and called the police referring to us as troublesome guests. With my wife being heavily pregnant we were in no situation to be standing around awaiting police within a hostile environment so we left the property and returned to London that same night in the dark and without rest that our booked accommodation would have afforded us. Duke Apar**ents management promised that we would receive a refund after contacting *********** but are now refusing to refund the £92 that I paid for the night. I have detailed the entire ordeal below as a warning to others who are considering staying with Duke apar**ents. We were unsure about Duke Apar**ents initially due to their no repayment clause so we drove to the property to check that it’s a legitimate business before proceeding with *********** payment. I parked outside and found the phone number on their signage then spoke with the manager to ask if there was room for the night and where I could park. He told me where to park but at no point mentioned anything about a security deposit. After parking my car I booked via *********** due to the good reviews and feeling assured from my conversation with the manager. Within 10 minutes of booking online my heavily pregnant wife and I were at the reception desk ready to check in for what we expected to be a delightful stay but we were woefully mistaken. The receptionist informed us that there is a £75 security deposit in addition to the accommodation fee which I had already paid only minutes earlier. I explained pleasantly to the receptionist that we were unaware of this security deposit and do not have the funds to pay for this. She then told me that it’s written in the ‘small print’ and that I should have read this properly before booking. I pleaded with her that we have no other option for a place to stay that night as I had spent my last funds booking accommodation with Duke Apar**ents and she once again told me that the security deposit is their hotel policy and that if I can’t pay the security deposit we will have to leave (after already paying £92 to stay for the night). I then called the manager back (who I had spoken to earlier) asking for them to either kindly make an exception to their security deposit policy for this one night or to refund us the £92 so that we could book alternative accommodation for the night. The manager informed us that because we booked via *********** that *********** has our

Apar**ent was very clean. I find the bed comfortable to sleep. Having a kitchen in your holiday period is a bonus. I picked up food from Tesco and cooked it which saved me money and watched a nice movie on smart tv

I could find the parking free right outside the hotel which very convenient. I find the hotel clean and very smartly done. It looks newly renovated. Lift was comfortable to ride. My apar**ent was very nicely cleaned. I will cone back here again.

Nice and clean hotel. I enjoyed my stay and had a good sleep in the comfortable bed. My room TV was smart TV but I could not see my full film. Next time I will watch earlier.

I got very hungry when reached the hotel. Staff helped to order the Indian takeaway food which was so delicious. Very nice staff and I had a good sleep on the comfortable bed. Will definitely come back back.

Lovely clean hotel with very nice helpful staff. My apar**ent had all the facilities to cook and my apar**ent was perfectly clean. I enjoyed my movie with takeaway food