5 minutes à pied de Bond Street | Maison de ville à Marylebone

Thank you, was a pleasure to host you!

Thank you for your feedback. We appreciate you acknowledging the positives of the property, including its location, cleanliness, and space. We would, however, like to respectfully clarify several points to ensure future guests have an accurate understanding of what occurred. Firstly, **no plumbing issues were raised during the stay**. Aside from a shower drainage comment made on the morning of departure (which was already scheduled to be addressed that same day), there were no plumbing faults reported or evidenced. Regarding the electricity issue: The power tripped unexpectedly during a **mid-stay clean at approximately 2:30pm**, at which time **no guests were present**. Our cleaners reported the issue immediately and left the property at 4:00pm. An electrician was arranged straight away and arrived at approximately 6:00pm. Due to festive-period closures, replacement parts were unavailable, but a temporary fix was completed by **9:00pm**, shortly after the guests returned to the property at **8:20pm**. This resulted in a disruption of approximately **40 minutes while the guests were present**. The electricity tripped again briefly the following morning at **around 9:20am**, with checkout scheduled for **10:00am**, resulting in a further disruption of approximately **40 minutes**. These timings are supported by **smart lock access logs, exterior security cameras, and message history**. When contacted that morning, the only issue raised was that **clothes were locked in the dryer**. We immediately offered to retrieve the items and **ship them to the guest’s home address in the U.S. at no cost**, which was done. No mention was made at the time of hairdryers or other amenities. We acknowledge that any disruption is frustrating, particularly while travelling, and we genuinely regret the inconvenience caused. Despite the issue being entirely outside of our control and occurring during a period when contractors and suppliers were largely unavailable, we resolved a significant electrical fault **within 6.5 hours** and maintained constant communication throughout. A **£200 goodwill compensation** was issued, calculated based on the verified duration of disruption. A demand for £700 for approximately 1.5 hours of interruption was not something we felt was reasonable or proportionate. We are disappointed that some claims in this review do not align with the factual record, especially given the efforts made to resolve the situation promptly and fairly. We encourage prospective guests to review our other feedback on VRBO and across additional platforms, where our consistently strong reviews reflect the level of service, care, and responsiveness we provide. This experience is very much an outlier, and we remain committed to delivering high-quality stays and fair resolutions when unexpected issues arise.