Very poor customer service from this company. I accidentally cancelled this booking after the cancellation period but when I immediately asked to reinstate the booking all they say is rebook thus payi... See more
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Avoid — serious safety incident and false advertising I stayed at an Under the Doormat property in London (3 Sloane Gardens) and was trapped alone in the elevator at a (rated 4 people/300kg) betwee... See more
Terrible service on recent reservation for 11 11 Cambridge Street in London. Poor advertising of 3 beds and 3 baths. (Actually only 2 1/2 baths.) The third bedroom is too small, no closet AND bed... See more
Zero stars would work. Misrepresentation, bot replies, flawed plumbing, dingy interior. Left after one night which was one night too long. “May hear some noise from the underground” meant shaking w... See more
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Company details
Written by the company
Interested to experience a local life? Create your next unique stay in London. Stay in an artist's loft, a fashion designer's apartment or a small business owner’s flat - observe the city from the perspective of a local. All our homes have a sp...
Contact info
210 New Kings, SW6 4NZ, London, United Kingdom
- 020 7993 5599
- marketing@underthedoormat.com
- underthedoormat.com
1.6
Bad
43 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Good service
As an owner, I have been using this company for some months now. I am happy about how they dealt with the issues that arose over the guests' stays. Yet their staff is quick to answer my queries, either by email or by phone and the Hospiria platform works quite well.
26 November 2022
Unprompted review
Reply from UnderTheDoormat
Thank you very much for the positive feedback and we are glad to hear that you enjoy working with our homeowner team. We would sure pass your kind words to our team and keep up the standard ! Look forward to have more happy homeowners here to join with UnderTheDoormat !
Avoid Underthedoormat
This company is similar to airbnb, except that it deals with expensive properties and acts as a managing agent during the stay. They have some good staff but otherwise, it is completely tailored to serving the property owners and they do not tell you about all of their policies upfront. We made a booking for a non-refundable charge costing us a few thousand pounds, only to learn that we were falling in a trap.
They then do not disclose the property address before you complete additional forms including background checks (also on minor children) which means the trip logistics cannot be planned.
Underthedoormat only respond to emails (after a delay) and hardly ever answer their phone. The property we stayed in was poorly kept and complaints/maintenance issues for upkeep were not addressed.
My advice would be to avoid this company, unless you are super rich (apparently spending 3-4k GBP for a few days of stay is deemed as budget traveller by them!!).
2 September 2022
Unprompted review
Reply from UnderTheDoormat
We are sorry to hear that you do not have a pleasant experience here. Please do not hesitate to send us the photos and more specific details so we can follow up with. We would like to clarify some misunderstanding here.
On every platform you found our homes, we have put the pre check-in form and a secure deposit clearly in the terms and conditions as we are also liable to manage the homes for the Homeowner. So it is part of our policy that we would require the details of all our staying guest. However you are always welcome to let us know if you face any difficulties and we are always happy to assist with.
We sincerely apologise for the delays that results to any inconvenience caused to you. As we have a team working 24 hours right now, guests are always welcome to send us email and we would respond immediately once it is emergency issues. We are sorry that we cannot respond immediately especially at out of office hours. Hope we can get in touch and further investigate and follow up for your stay here.
Please do not hesitate to reach us at bookings@underthedoormat.com and so we can open a file for you and do our investigate accordingly.
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