Royal House Luxury Apartments - Chester

We have just gotten back from spending two nights here and we have had a lovely stay. Communication from the host was excellent for and easy check in experience as well as a comforting welcome message to settle us in. The apartment is modern and has everything you need for cooking in the kitchen. Living area is lovely and the location is perfect! Can’t recommend enough and would definitely visit again!

Upon arrival, the check in procedures all worked well and we gained entry with no issues. The second floor corridor smelt stale and faintly of old cigarette smoke but we dismissed this and gained entry to apartment 14. The apartment was freezing cold, all windows were open and heating was off. It was 7pm and already cold outside. We closed the windows and tried to get the heating working using the thermostat. Radiators didn't come on. After about 15 minutes we realised the boiler was off, once we switched it on, the radiators finally started to warm up but by this time it became obvious why the windows were left open. The smell eminating from the bathroom was making us feel sick. A raw sewage smell was filling the apartment. I went to see what was causing the smell and found blood on the front edge of the sink basin and on the inside of bathroom door by the handle. The smell was definitely coming from the bathroom but no obvious cause. We tried to ring the number given but no answer, I then messaged on the portal but no response, we decided to go to the tesco over the road and buy some bleach and see if that would help. We came back and poured half the bottle of Domestos around the shower drain, the sink drain, into the sink overflow and down the toilet, we then had to leave the apartment again as the smell was so bad, still no response from the portal. After a few hours, we came back and the smell had gone replaced by the smell of bleach, not pleasant but better than sewage! We then started to unpack a few bits but I was horrified to find a strip of nurofen tablets just under one of the bedside cabinets, a make up brush and a McDonald's sticker under the vanity desk ,dust on the lamps and damage to the top area of the vanity unit (literally a chunk of it missing) still no response from the portal at this time. Exhausted by this point, we decided to try to get some sleep and renew our attempts to contact management in the morning but this was not to be. The double glazing is definitely not effective in diminishing the sounds from outside, it actually sounded like there were still windows open causing me to get out of bed and double check. At this point I received a response from the portal with this form. I have since realised that the portal is just a bot and there is absolutely no way to get hold of anyone. Stay here at your peril, it is diabolical!!!

If I could give no stars I would. The apartment service company are utterly appalling and should you have a problem they are uncontactable and simply don’t care. The owners of this facility need to get rid of the managing agents at best and should probably confer suing them. A management company in this area should be 24/7 not Monday to Friday 9-5 when and if they fancy addressing issues. Do not go here !!

Luxury apartment it was not. Security in the building an issue. The weather was cold, the apartment lacked heating so it was cold and uncomfortable. Essential cleaning supplies were limited. Communication with apartment manager was not good enough.

The room stunk of sewers the bathroom was so bad we had to have 2 minute showers and they refused to accept that this smell was there even though it was undeniable to anyone with a nose! Terrible customer service. No pillow cases and the bottom sheet didn’t fit on the bed so kept coming off and we were sleeping on bare mattress half the night. Seriously whoever rated this 5* clearly has very low standards. Do not stay here. Save your money and go to a hotel with standards!

We stayed as a couple in August. There were good clear instructions on where to park and how to get in. The key is on a string inside a lockbox which is a little frustrating that you can’t take it with you. The apartment itself was clean and comfortable. Nice open space kitchen and living room. Quite a small apartment but fine for a night or two for us as a couple. There is no aircon and it was quite warm at the time, difficult to leave windows open due to the noise outside. Bed was small but we had a good night’s sleep. We did have an issue with leaving something in our room, customer service was excellent and managed to return our item via post quickly. Great location in central Chester, easily walk to all bars/restaurants. Parking is over the road, 2min walk away which is £7 per day.