Artsy Properties Reviews 272

Dear [Booking.com / Property Manager Name],

I am writing to lodge a formal complaint regarding my stay at Mitre Scrubs Lane by Artsy (9–14 April).

Upon checking out, I realised I had left behind several vital supplements that support my clinically diagnosed ADHD, including Swanson N-Acetyl L-Tyrosine (NALT) and Lion’s Mane—both of which are essential to my daily cognitive function and emotional regulation.

I immediately contacted the property manager to explain the urgency and clearly stated that I live with ADHD, which comes with forgetfulness and emotional dysregulation. Despite this, I was met with slow responses, inflexibility, and a dismissive attitude that only worsened my distress. I offered to retrieve the items myself and was told I could not access the property. I was then informed that nothing had been found, but no photographic evidence of the inspection was initially provided—despite your stated policy of professional inspections and documentation.

What’s worse, I later learned that the cleaner entered the property at 10:45am, a full 15 minutes before my official checkout time of 11:00am. This early, unauthorised entry happened while I was still inside, actively packing. She let herself in without knocking or prior notice, and I had to ask her what she was doing, to which she had no clear explanation. I then had to instruct her to leave and return at the correct time.

This moment of intrusion—at an already sensitive point of transition—disrupted my concentration, increased my anxiety, and likely contributed to me forgetting my belongings. For someone with ADHD, unexpected disruptions like this can completely destabilise a fragile mental process that’s already under pressure. This was not just an inconvenience—it was a health-impacting disturbance that your team has failed to take responsibility for.

I am now without essential items that I cannot afford to replace, and I’ve been left feeling unheard, invalidated, and disrespected—not only as a paying guest, but as a neurodivergent person who was upfront about my diagnosis from the start.

I am requesting the following:
1. Reimbursement for the cost of the lost items, which total approximately £70-100.
2. A formal apology and acknowledgement of the mishandling of this situation and the lack of reasonable accommodation shown.
3. A review of your team’s procedures when engaging with guests who disclose neurodivergent conditions, including ADHD, and an assurance that guests will not be disturbed before checkout time in the future.

If this issue is not resolved, I will escalate it to:
• Booking.com’s accessibility and disability support teams
• Trustpilot and public review platforms
• Formal legal or regulatory avenues regarding disability discrimination if necessary

This is not just about medication. This is about accountability, dignity, and access. As a neurodivergent person, I will not accept negligence being brushed off as policy.

To make matters worse, after multiple messages expressing the urgency and emotional weight of the situation, I called Brandon directly, in tears, clearly stating that I was in distress and experiencing a dysregulated ADHD episode. Instead of responding with any kind of empathy or trauma-informed support, he hung up on me.

I want to emphasise:
• I was not aggressive on the call.
• I was panicked, crying, and begging for help accessing the items that support my mental health.
• Brandon’s decision to hang up was not just unprofessional—it was emotionally negligent and compounded the harm already done.

I’ve got screenshots as part of my documentation, including one where I made it explicitly clear how this has impacted me as a neurodivergent person and why the loss of these items is not a small matter. My words are clear: “It’s already hard enough living in a society that demonises my neurodivergence. Now what helps me function and live in a more orderly manner has been discarded and thrown away.”

This experience has not only left me without access to the items I need to regulate—it has left me retraumatised by the way I was treated while vulnerable.

It's a always a pleasure working with Brandon and his team, very professional.

Absolutely stunning place to stay everything was faultless and deffo recommend anyone to stay, just be careful if your scared of heights as it's 31 floors but stunning views looking over to London once you get used to the height

Brilliant host ,could always be reached at any given time of the day to cater to my interest needs .Breathtaking views in the actual property photos doesn’t do it justice

fantastic property, nice and modern, could not ask for more from this place, parking and 24hour security, brilliant hosts, Thanks again

Beautiful property centrally located. Great communication with host very accommodating. Would book again .

The apartment was a duplex and had a beautiful ambiance. It has two balconys and beautiful decor. The place was also clean and fully equipped with everything needed for a stay away from home. And the host is very responsive and ready to assist in any way possible. I would definitely stay there again!!!!

Lovely apartment
Buses and tube station all close by.
Host nice people

Lovely Flat1!
Very clean, very peaceful flat.

Everything exactly as described Brandon was very helpful during our stay with Amy queries we had

Left 4 girls stranded in London. We tried to check in around 5pm and were then told that they were double booked. This happened in August however was unable to leave a review due to the owner cancelling our booking immediately on Booking.com. They said we’d receive compensation for the stress and hassle that we endured as we had to try and frantically find accommodation in London on the weekend of the Eras Tour (where there was limited accommodation). Terrible customer service and no regards for our safety.

direct accross from a train hun , wher both passerger and commecial frieght train run all day and night. The listing makes no mention of this. Loud trains pass all night long right outside bedrooms windows. Building in industrial area close to nothing

Spacious, beautiful and clean.

The whole trip was a great experience, the apartment itself was wow, the views were breathtaking and the host/team were very friendly & responsive!

Very neat spacious stay, we spend 4 days at the artsy property at hoover building, the host was great and responsive. We had a little trouble with room heating. But great stay all in all

Great flat , luxury , great location , we have fantastic time in there with our little boy , highly recommend as also great value for price to that high standard and quality of this apartment 🌟🌟🌟🌟🌟 max stars from us , really happy

Thank you

My stay at Flat 36, Hoover Building, hosted by Brandon, was an absolute nightmare from start to finish. The flat was in awful condition, and I ended up leaving immediately after arriving. But the problems didn’t end there.

I provided Brandon with my vehicle registration number to have my parking validated, as required. However, despite this, he failed to register it, which resulted in a parking fine.

I reached out to him multiple times, hoping he would take responsibility and help resolve the issue. Unfortunately, Brandon ignored all of my messages and refused to take any accountability for his mistake. His complete lack of professionalism and responsibility is appalling.

I would strongly advise anyone against booking with him. He is unreliable, unresponsive, and does not care about his guests or their concerns. Save yourself the trouble and look elsewhere for a responsible and trustworthy host.

The place is really cozy and warm. The rooms are spacious and the kitchen is pretty much complete in terms of utensils. The owner is very responsive and all concerns raised are immediately addressed. One thing to consider is that the balcony's view is the cemetery so if you find this disturbing, better not book the place. Aside from that, a total kudos to the owner and the management for this accommodation.