Sanctum London Regents Park

“Great experience at Sanctum Regent's Park”

Everything was surprisingly well done. The staff was extremely helpful and courteous at all times. The only issue was the Heating and A/C. The heating system did not respond to the temperature settings, so it required the use of the A/C to offset the heat. These were 2 separate systems unlike… more

Everything was surprisingly well done. The staff was extremely helpful and courteous at all times. The only issue was the Heating and A/C. The heating system did not respond to the temperature settings, so it required the use of the A/C to offset the heat. These were 2 separate systems unlike the U.S. with a combined A/C and heater in a single cabinet and a single set of controls. This can be fixed with some electrical engineering and software modifications. The apartment was quiet, the tiles and caulking were very well done. The kitchen appliances all worked. Every room had separate A/C- heating units to provide zoned A/C. The neighborhood was really outstanding with restaurants, shops, etc. all readily available. Close to transportation too.

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“Family Togetherness”

We stayed in the Regent's Suite. It was well appointed with everything you might need. The design elements were classic and simple, giving it an elegant appearance. The kitchen seemed to have everything you might need. There were enough bedrooms and bathrooms for our family to all be together for t… more

We stayed in the Regent's Suite. It was well appointed with everything you might need. The design elements were classic and simple, giving it an elegant appearance. The kitchen seemed to have everything you might need. There were enough bedrooms and bathrooms for our family to all be together for the holiday. The concierge at the front desk was responsive and friendly. (Other than one who chose to make a snarky comment to my 21 year old son about ordering McDonalds to the wrong room number by accident) The bathtub would not hold water, which was disappointing during our stay. Though they tried to fix it, they needed to order a part. They were apologetic. The location was great and very walkable to metro and into the village. I found the terrace to be a very nice addition especially when the fireworks went off for New Years and we could see them. All in all I believe this rental was well appointed, the staff were polite and helpful, and I would certainly rent again from Sanctum.

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“watch out for the towels...”

The booking and check-in was very smooth. The lobby is impressive with a 24-hour front desk service. We checked in late in the night and were very impressed with the generously size 3 bedroom apartment with four full bathrooms. Our family of four became six after two nights and five for the next fe… more

The booking and check-in was very smooth. The lobby is impressive with a 24-hour front desk service. We checked in late in the night and were very impressed with the generously size 3 bedroom apartment with four full bathrooms. Our family of four became six after two nights and five for the next few days. In the last four days we were only four people in this huge apartment. All was going well until the day… Our grandson came back from London Zoo with face paint which we later decided to remove before he went to bed. We used one of the towels (wetting it) and got the paint out. Agreed that 1/20th of the towel was stained which is typical but having done that several times back home, we knew it needed just one wash for the colour to get off the towels. My husband got a call a few hours later on the apartment phone, from one of the reception staff by the name of Mr. Krzysztof, telling him that there was blood on the towel and it was ruined. Several points to make here- when you assume something or go on heresay you always give the other accused party a chance to respond. My husband told him it was face paint but Mr. Krzysztof stood his ground also ignoring the black paint that was with the red paint (spider man theme ). Secondly, he did not ask how the guest was if he had seen “so much blood”. He could not be bothered and said we had to compensate for the towel! I went downstairs a little while later and had a conversation with him in a stern tone but never raising my voice. He refused to believe me so I asked to speak with the manager. He called the manager and told him that I was screaming in the lobby. The second staff at the front desk is proof to the fact that I did not raise my voice. Viola! The manager voiced the same words as Mr. Krzysztof and said it was blood! All based on what was told to them by housekeeping who did not speak a word of English. I told him that this was a insignificant cost to the company if at all the towel was ruined and he said it was not as they were “a small company” and could not absorb the cost. I didn’t know that there were many meanings to the term “small company”. It also meant that you had to go to front desk to get extra sheets, you are given only seven towels as that is the number of maximum guests allowed in the apartment of that size and no more (they actually made me go and check how many towels and hand towels I had and report back to them so they could decide if I could have more) and also, all the toiletries are just a starter kit as per the manager. You have to then use your own and nothing is replenished. There was one day that two towels were not replaced in one of the bathrooms and they refused to believe me that the towels were not replaced. What is it with these towels! The conversation ended with me asking them to wash the towel and see the outcome. A wet towel came back to me a little while later, with tiny smears of red still on them. I washed it in the apartment , completely back to its shining white and was ready to show it to Mr. Krzysztof but he was off for the next three days, returning only after we left. I told the lady at the reception that the towel was washed and ready and she asked me to show her to believe it! This same lady was very apologetic about the entire incident the following day and asked us "not to worry about it" (the same lady that refused to believe that two towels were not replaced). Everyone except the mentioned two (not including the lady) in this review were very nice and hospitable. I could not have asked for better service. I guess it takes one (or two) people to hurt a “small company”. Sanctum Management, kudos on the property and the fit out, just make sure that guests that spend five figure amounts or for that matter, ANY guests at your properties are not treated as riffraff. I was hurt, upset and humiliated but fortunately there were some in the staff that saved the day.

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“Disappointed”

We are currently staying at Sanctum regents park..our stay is for 12 days in a 2 bed deluxe apartment. While the location and property are excellent, the attitude and service has been below average. We are paying a v decent amount but have been told that coffee pods and soap and shampoo will onl… more

We are currently staying at Sanctum regents park..our stay is for 12 days in a 2 bed deluxe apartment. While the location and property are excellent, the attitude and service has been below average. We are paying a v decent amount but have been told that coffee pods and soap and shampoo will only be provided as the time of arrival. The least we expect of a serviced apartment is that the coffee pods be replaced as used . Given London has rainy weather, there were no umbrellas to borrow . The gym was freezing on all occasions I went as the service door had to be kept open, and we were NOT ALLOWED TO CLOSE THE GYM DOOR, despite it being freezing in the gym. The management and staff need to be a little more accommodating given we staying there are on a holiday and need to make our time there easy, rather than difficult., that too for small things like coffee and shampoos body wash

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