Roomzzz Aparthotel Avis 101

A comedy of errors on my most recent stay with Roomzz. A beautiful and picturesque location, but it looks a shambles outside, with no information sent prior to help me ascertain that the lift entrance is through a walk across the car park, to avoid the myriad of steps to reception.

No heat, flooded bathroom, poor communications. My stay totally spoilt and as a disabled woman who came away for a break, but ended up nearly breaking her neck on a soaking wet bathroom floor, that does not constitute rest and relaxation. I believe they purposefully turn the heat off, but if it wasn't off, then it's is totally faulty.

I wrote my complaint the night it happened, but only today did they deign to write a useless email, trying to blame me for their blunders. I informed them that under the tenets of the Consumer Act 2015, hotels must provide services with reasonable care and skill, including working heating and safe, clean facilities. A flooded, unheated room constitutes a breach of contract. I shall therefore be using the Act to pursue compensation for the ghastliest hotel stay I have encountered".

No response, so that must mean they are ready for the battle to commence. Absolutely appalling service, yet I will say that the staff, though not the most competent, were friendly and tried to help. I used to stay with this hotelier regularly, in a variety of towns and cities - surprisingly, York has been the worst. They should be ashamed of their treatment of a loyal, disabled customer.

I was in the process of reserving a room in York when, mid process, the price jumped from £93 to £122. Why? No idea ... it smacks of blatant profiteering!

I banged out of the reservation and decided that I would never book with this mob again.

Got to the hotel and welcomed with a great smile and the most helpful receptionist list, Emily sorted out the booking and got me to my room very quickly and efficiently and explained all I needed to know, hotel is very nice but the welcome will
Stick in my mind

Used to be good, but now they are established they charge more money for rooms, have reduced what they offer for breakfast to virtually nothing and want payment up front for bookings that won't actually happen for over 6 months.

Gone downhill, I'm afraid.

Roomzzz Corn Exchange Manchester apartments are far too small for what they cost.
Superficially cleaned, carpets never shampooed judging by their appearance. It's like walking on a dirty street.
Constant noise from busters and so called street artists 'performing' day and night 7 days a week outside hotel.

I had an amazing stay at Roomzzz Manchester City. The apartments are modern, very clean, and have everything you need — the location is also spot on for exploring the city.

I especially want to thank Ali, the Assistant Manager, for his outstanding service. He was welcoming, professional, and went out of his way to make sure my stay was comfortable. It really made the experience stand out.
I’ll definitely be coming back and would highly recommend this place to anyone visiting Manchester.

They listened sympathetically to issues I raised regarding my room.

I had on a previous occasion requested a change of room but without a positive response at addressing my concerns. I thought what's the point, so I didn't bother pursuing it..

However, on the second occasion more success.

The Team Manager Martin on reception was professional and gave excellent service. He resolved my issue immediately.

My partner and I have stayed at Roomzzz corn exchange multiple times over the last few years each stay being brilliant and just what we pictured. Unfortunately however on our most recent stay 29.08.2025 we weren’t satisfied anywhere near as much as previous stays. We were allocated room 237 which is one of the furthest away rooms from reception and the main stairwell, although this didn’t bother us as we are two young adults, we were disappointed on entering the room to find it smelt of fish and dirty drains. We were in a rush to leave the room to join a dinner reservation after a long check in process. On arriving back to the hotel around 8:30pm I informed the man on reception of the issue only to be informed “this sounds like a housekeeping issue and housekeeping are no longer here” I asked the man if he could source another room due to the pungent smell and he advised they were fully booked, which I understood given it was a Friday evening however he offered little additional help. I prompted him to see if he could locate an air freshener at least and asked if someone could go into the room in the meantime in an attempt to locate the origin of the smell and spray the room. The man advised this isn’t possible but he will try to locate a air freshener for when we return. When we returned later that evening the man did have an air freshener waiting and had advised he hadn’t been up and we could speak to the manager in the morning if required. We checked out and no manager was available to speak to nor did the lady on reception out of usual Courtesy ask if we had had a nice stay. I found the facilities of the room disappointed too as although we chose a studio room the room was small and felt crammed in. This is only comparable to another studio room that some of the other party were staying in that felt much more spacious. I am overall disappointed at this as it was a stay for a 21st birthday and little was offered to help.

Stayed for one night whilst at York races and we highly recommend. Excellent location, fantastic rooms and at a great rate. Will definitely be staying next year.

Location & room was really good. When we arrived England was having a heat wave and the room was unbearably hot. My husband called reception and was told they control the air con from the desk and she would sort it and sent housekeeping up straight away with a fan. A fan was brought but no air con turned on. By then I was practically passing out. As we were going to see a show and after 30 minutes the room remained unbearably hot and we had to leave. We went to reception to enquire how long it would be before the aircon would be switched on, the receptionist was very rude and unhelpful. It remained off the full weekend. We left on the Sunday at 10.45, there was no one on the reception so we dropped the key in the returns box. Within a space of a few hours they had taken an extra £10 out of our account for a late checkout. My husband has contacted them twice as there is no charge until 11 & has been informed on both occasions it will be returned. It is only £10 but it’s the principle of this. It’s a shame as fab location and room (if aircon working).

Great experience at the Chester site, and happy with the service from the reception staff.

Inadvertently I booked a room on an incorrect date via the website. Strictly speaking it was my fault, not changeable and I was liable for the cost of the booking. However, Tom in customer services was understanding and sorted it. All is well and I’m a complete advocate of this company. Use them!

My first time staying with Roomz and have to say I am overwhelmed.
It's a home to home experience from the ambience and excellant service throughout.
Newcastle location is spot on if you want Quayside or Gray Street.
Price is excellant considering the rooms and the whole experience.
Good room temperature
Great bedding
Great shower
Super clean through out
Parking is 9 minutes away and discounted at reception and safe.
Thank you for making my stay so wonderful and I will be returning.

Charged twice to credit card, one to "Roomzzz Chester City Chester GBR", the other: "WWWROOMZZZCOM LEEDS GBR". And this is not a double click issue, as the second was following a demand email 70 mins after completion of booking, and the amounts differ by £2.

It's been a long time since I was double charged for something. I shouldn't have to be checking-off items on my credit card statement. I am taking this contravention very seriously.

EDIT: refund and apology offered.

Leeds central west hotel
Had to cancel my booking the day before I was due to check in as I tested for covid. I should have been charged the 1st night stay as cancellation charge but they nicely cancelled this. I only found out after a phone call though as they sent me a one word answer to my cancellation request( sorted). Could have at least say if cancellation charge was sorted or not but the national phone line and the hotel, when I was put through, were kind, caring, polite and helpful.
W

We checked in eventually after the Manager finished speaking with her colleague not even a hello or sorry for the wait, I just finished up having stomach surgery and am walking with an aid so to ignore us and leave us there for a good 5 minutes while gossiping was rude and not off to a great start.
We noticed how warm it was in reception and when we checked into our room which for some reason they decided to allocate us on the third floor with access to the room by steps, no lift directly to the room.
Not great when you’re disabled and prior to booking asked for a room with easy access.
When we got to the room it was 23.3 degrees, it said on the monitor no room will go above 22 degrees. We called reception no answer, my husband went downstairs, at this point I nearly fainted and one of the team said they could provide us with an extra fan. I asked the young employee with brought the extra fan to the room if the air conditioning was broken to which he said yes it may be a while before it fixed but no apology. When I did manage to speak to the manager she informed me it would take an hour to fix and that no room was above the temperature of 22 degrees, even thou ours was. We moved rooms and sadly this second room was even hotter 25 degrees, I explained to the manager in person as we couldn’t go through by phone, and the room was too hot to stay in that after my surgery it’s dangerous for me to get overheated as I could end up back in hospital.
When I say there was no compassion, understanding or duty of care, or concern for my welfare, is quite frankly an understatement.
Her words to my husband were well we have to work in this heat so it’s no different, at this point I lost my cool and shown her my fresh surgery bandages and informed her this is making me ill, and that I don’t walk with an aid for giggles.
Then and only then did she agree to refund us but by doing so tutted and said we don’t normally do this.
I snapped at her and informed her that she needed compassion and was leading her team in the most unprofessional manner.
As a manager you should always lead the team by example.
Only example she set was how not to manage.
Disgusting behaviour on her part and while grateful to of received our refund words were unnecessary and not acceptable.
Her bad leadership will sadly lead many of the staff along her path of bad habits.
You know what they say one bad apple.
We would avoid this place at all costs until the management and staff have had the correct training under a new management team who use common sense.

Update - Outcome of it all we got a full refund which we have acknowledged and been grateful for but and an investigation was launched by the on site manager Mark, who sent an email calling us by the incorrect surname and admitted that while mistakes were made and the situation could of been handled better, but that was it. I mean draw your own conclusions if they can’t get a surname right how good an investigation was it.
They are also trying to get this and any review taken down including the one previous to this.
It seems they care for the good and positive reviews only and can’t accept the reality of bad reviews caused by the own staffs doing.
Freedom of speech and allowing others to share their experience is also key to customer service other wise your falsely portraying a reality which can’t be matched in person.

NEWCASTLE, Romzzz, exceptional & that’s the staff Abdoula your customer services 1st class, Debbie & her team of housekeepers amazing. The room was immaculate. Great location to everything, I will be back. Thank you
Angel

Booked a room with Roomzzz in Newcastle through Booking.com almost 7 months ago (03/11/2023) and have just been informed today (21/05/2024) that we now have to find an alternative hotel. Upon phoning Roomzzz to find out why, I was only told it was "Due to unforeseen circumstances" and the room is no longer available. Despite booking last year, Roomzzz have waited until 23 hours before we were due to check in to cancel our room and left us to find alternative hotels, which has left us 2 options...either cancel our trip, or pay £1400 for the hotel that was offered by Booking.com as an alternative hotel as everywhere is now sold out 🤬 Despite me continuously asking over the phone what the "unforeseen circumstances" were, the assistant manager I spoke to could not give me any answers, which I can only assume was down to the fact it gave the hotel a chance to sell the room on for a much higher price than we paid. Absolutely disgusting behaviour and I strongly advise people not to choose the option to pay at the property. Pay in full upon booking.

I had a fantastic stay at Roomzzz Aparthotel! The room was comfortable. Would highly recommend!

Thank you!
Felix:)

Booking 360609

First and last time I’ll stay at Roomzzz. Room in Chester needed a refresh but at price it was ok. Problem was AC unit in the room which started to make a racket at 2am even when off at controls. Went on and off all night and got no sleep.

Contacted customer service on 19th to report the problem and no reply or apology a week later. Pity the next person in the room.