Humber Lofts Residences Reviews

Thank you for your review!
To clarify, we do not have or advertise a coffee shop on the premises. Regarding the heating, it is fully adjustable, so guests can set it to their preferred temperature. The apartment’s dimensions are accurately listed in the booking details, and we encourage guests to review these before making a reservation.
As with most accommodations, there is a charge for late checkouts. Additionally, you didn’t inquire about luggage storage, so it’s unclear how you determined we don’t provide for this.
We’re pleased to hear you enjoyed the central location and found the space clean and well-equipped but find it confusing you then left poor scores for facilities and cleanliness.

Thank you for sharing your feedback with us. We're delighted to hear you appreciated the cleanliness of the apartment and enjoyed the little touches like the milk, tea, and coffee.
However, we'd like to address a few points to ensure full clarity:
1. **TV and Seating Arrangement:** The TV placement and the two chairs in the living space are exactly as shown in the pictures on Booking.com, which you viewed before booking. We’re curious why this became a concern after your stay when it was clearly visible prior to booking. Your decision to proceed with the reservation suggests the layout met your expectations at the time.
2. **Bathroom Radiator:** The bathroom radiator has an easily accessible power switch for turning it off or adjusting the temperature, as highlighted on the heating information card in the apartment. Had you found the temperature uncomfortable, you could have easily adjusted it, or alternatively, reached out to our team who would have been more than happy to assist. We aim to make every stay as comfortable as possible, and this issue could have been resolved with the tools at your disposal.
3. **Room View, Facilities, and Value for Money:**
- **Room View:** The view from the apartment is exactly as shown in the images and described in the listing. Could you please clarify what aspect of the view did not meet your expectations?
- **Facilities:** All listed facilities were present and available for your use, as per the Booking.com listing. We’d love to hear your thoughts on what might have led to your lower score in this category.
- **Value for Money:** You booked the apartment at a discounted rate and received exactly what was advertised. Could you provide insight into why you marked this down, despite having received what was expected?
We genuinely value your feedback as it helps us continuously improve.

Thank you for your feedback. We’d like to address your concerns.
The heating in our apartments operates on a set program, and this is clearly stated in several places: on Booking.com, in the terms and conditions, in the guest book, and on the heating information card within the apartment. Upon arrival, the temperature of your apartment was set to 23°C, which is a comfortable and adequate level. However, when you requested a higher temperature, our team promptly accommodated you by boosting the heating.
It’s worth noting that none of our other guests during your stay dates reported any issues with the heating; they found 23°C more than sufficient. We aim to provide a consistent and comfortable experience for all our guests and feel it’s unfair to mark down our staff, who responded promptly to your request.
We also noticed discrepancies in your review. While you praised the ideal location and mentioned that the apartment had everything you needed, you marked down categories such as location, facilities, and value for money. This feedback appears contradictory and makes it difficult for us to address any specific concerns.
Additionally, you marked down cleanliness without providing any details or examples. If there was an issue, we would have appreciated you letting us know during your stay so we could resolve it immediately.
We value all feedback and continuously work to improve our services. If you have further concerns or specific suggestions, we encourage you to reach out to us directly.
Thank you for staying with us.

It's wonderful to hear that you had a pleasant stay at our apartment, Lisa! We're delighted that you found the location perfect for your needs and appreciated the tranquil environment. It's also fantastic to know that you found the apartment comfortable and well-equipped.
We greatly value your feedback regarding the attention to detail in repainting marks on walls. It's important to note that our apartments are very popular and receive a high volume of bookings. As such, they are repainted and maintained regularly during periods when they are not booked, allowing us ample time to ensure they are kept in top condition for our guests' enjoyment.
Regarding the temperature upon your arrival, we appreciate your understanding of our energy efficiency efforts. We'd like to assure you that heating information is provided in the arrival information, online guest book, and within the apartment itself. Clear instructions are given to adjust the heating if required, ensuring a comfortable stay for our guests without any additional charge. The information clearly states that the temperature can be increased at no extra cost. Charges would only be applied for guests that require high energy usage for extended periods of time.
Our free car park is as advertised in all information, and we make it clear that this complimentary addition to reservations may not be suitable for larger vehicles. We appreciate your understanding in this matter.

Thank you for taking the time to share your thoughts. We're glad you found our apartment to be conveniently located near main attractions.
There is no check-in process. We provide links for accessing the apartment, and guest check themselves in, as detailed in all information about the apartments. Your phone battery died and we accommodated your request to send them to your husband's phone due to this.
Regarding the car park, we provide clear instructions and even a YouTube video to assist guests in finding it easily. It's important to note that the car park is completely free, offering added convenience during your stay. Paid car parks are available throughout the city centre.
As for the noise from the street. You chose to book an apartment with road facing bedrooms we do advertise the option to book apartments with rear-facing bedrooms for a quieter experience.
We feel it's unfair to mark down the cleanliness and staff score considering the extra assistance provided and the poor condition in which the apartment was left by you upon departure.

Thank you for providing your feedback. We're glad you found our location convenient. Regarding the hot water and heating, as explained in our guest book, guests have the ability to boost the hot water themselves, and adjust the heating by contacting us on the phone number provided. Had you followed the information provided, you would not have encountered any issues.
This negative review is based on a deliberate misrepresentation, stemming from your attempt to cancel a non-refundable booking, which was declined in accordance with our policy.

Thank you for sharing your feedback. We're glad to know that our location lived up to your expectations. Regarding the hot water and heating, guests have the ability to adjust these amenities using the instructions provided in our guest book or by contacting us directly. Following the information you were provided with would have prevented any inconveniences you experienced.
Additionally, we want to emphasise that the apartment accurately matches the images and description on Booking.com, and is not advertised as larger than its actual size.
This negative review is based on a deliberate misrepresentation, stemming from your attempt to cancel a non-refundable booking, which was declined in accordance with our policy.

Hi Alison,
Thank you for your review! We're glad you enjoyed your stay and found our apartments comfortable and convenient. Sorry to hear about the phone battery issue with the key card. Just so you know, we offer physical key cards too! Next time, just let us know if you prefer one. See you again soon!

Dear Jennifer,
Thank you so much for taking the time to share your experience at Humber Lofts. We're thrilled to hear that you had a great night away and found our location to be convenient for your visit to The Deep.
We appreciate your feedback on cleanliness. Our team works hard to provide a comfortable and welcoming environment for all our guests, so it's wonderful to hear that you found the facilities and comfort level to your liking.
We hope to have the pleasure of welcoming you and your family back for another quiet and enjoyable stay in the future.

Thank you so much for your thoughtful review! We're thrilled to hear that you found the beds comfy and appreciated our proactive approach to ensuring you had enough sleeping space. It's great to hear that the bedrooms were spacious and comfortable for you and your little ones. We're glad you enjoyed the shower and the convenience of the built-in shower gel.
We're sorry to hear about the slight hiccup with the door key email, but we're glad we were able to quickly resolve it for you over the phone.
We're delighted you enjoyed the convenience of our parking facilities and that you had an overall lovely stay. We hope to welcome you back soon for another fantastic experience!

Thank you for sharing your feedback regarding your recent stay at our apartments. We're thrilled to hear that you found our location and facilities to be perfect for your needs.
We apologise for any inconvenience you experienced with the sleeping arrangements. Please note that our City Suite apartments are equipped with ziplink beds as advertised.
We hope that despite this confusion with the information provided you had an enjoyable stay overall, and we would be delighted to welcome you back whenever you're in the area.