Mason & Fifth - Primrose Hill Avis 5

Terrible customer service. Inflexible and insensitive to my emergency circumstances - they refused to adjust dates given my pet needed urgent medical care. Their fake ethos of kindness, living well, and flexibility is false. They are cruel, corporate, and borderline thieves!

If you need help don’t book this hotel as the Management and booking . Com will steal your money if you cancel.

My wife passed away in February of this year for my Christmas present she booked us four nights at the hotel for July £700
As I could not face staying on my own I cancelled the stay.
I still have not received my payment back
Booking.com say they can’t pay me they can only pay my wife back. I have spent hours on the telephone to them. I have also written to their head office. No reply back.
Their telephone staff abroad have no compassion and lie.
They then send texts to my dead wife asking how her experience was in the phone.
It is so saddening for me.

I’ve called the hotel on several occasions and they also do not care and offer no help.

I am very disappointed and disgusted with the hotel and Booking. Com

Paul Lacey Aldred
Tel 07814 602328

A lovely warm welcome from Grace on Friday, beautiful room at the front of the house, very comfortable, breakfast was lovely.

The perfect chocolate box stay. All the convenience and self contained privacy of an air bnb, with the service of a friendly, relaxed hotel. The setting is of course gorgeous, but the standard is maintained throughout the entire building. These are by no means spacious studios, but every inch of said space has been perfectly utilised and designed to make you feel comfortable and at ease as though it were a home from home. From the personal house manager welcome (in the fragrant and temperate controlled foyer - I thought I’d walked into a spa. Or a soho house…), to the handwritten welcome note, luxury chocolate and soft furnishings; Mason and Fifth have nailed this business model. Shared spaces allow you to feel connected to the building as a whole, and less confined to just a place to rest your head. I thought I’d be wanting to stay out every night but in all honesty I actually ordered in one evening because the space is that comfortable and relaxed. Access to a WhatsApp line means easy communication with staff and every interaction with them was relaxed, friendly but always helpful. I’ve omitted one star only because they really do need to sort out temperature control and the streaming. Quite hit and miss, not for lack of tech understanding but more a slightly confused/laggy TV set up. Would highly recommend, great for young creatives/digital entrepreneurs as there’s space to work and socialise. Gorgeous garden space and the cleaning service with change of filtered water was top notch. Highly recommended, thanks Mason&Fifth!

We lived in Primrose Hill for 5 years back in the 90's, so to return and find such a lovely place for our nostalgic visit was just the ticket. Rooms are nice, location is amazing. The public areas (lounge and garden) were very nice. Breakfast, simple, with bread/jams/ juice/yoghurt with fixings, was amazing (I don't eat a big b'fast). Highly recommend. Note, there is no "front desk" but not an issue.