Trusted Agent profile · London
★★★★★
1,311 reviews across 2 platforms
26 Astwood Mews, London, SW7 4DE
StayAltido's office in London, at 26 Astwood Mews, is rated 4.3 out of 5 across 1,311 reviews on two platforms, including 179 Google reviews rated 4.5.
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Every review we hold for the London office, from every platform, shown as written. First names only.
4/5
TrustpilotThe check in system worked with the…
The check in system worked with the code that was messaged to me.
Hello Keith, thank you very much for your feedback. We hope to have the opportunity to host you again. Joivy Team
5/5
Trustpilotwas so organised and easy to…
Everything was so organised and easy to understand. We r so thankful for your perfect service
Dear Burcu,Thank you for your wonderful feedback! We’re thrilled to hear that everything was well-organized and that you found our service seamless and easy to navigate. Your kind words mean a lot to us, as we strive to provide a smooth and enjoyable experience for all our guests!We’re grateful for your appreciation and look forward to welcoming you back for another perfect stay in the future!Best regards,the team at ALTIDO by Joivy
5/5
TrustpilotAccommodation was clean
Accommodation was clean, well appointed, great location and fantastic value for money. Great use of technology to access the hotel and the room. Would definitely stay again
5/5
TrustpilotIS VERY VERY BEAUTIFUL HOTEL AND THE VERY KIND AND HELPFUL EMPLOYEES,
I recommend this structure, the friendly and helpful staff, especially Andy, will satisfy all your requests as done with us as guests of the company located in Turin
Dear Rosy,Thank you for your esteemed recommendation! We are delighted to learn that your experience with us left a lasting impression, and we appreciate your acknowledgment of our friendly and attentive staff, particularly Andy!Ensuring the satisfaction of our guests is at the core of our service philosophy, and it is gratifying to hear that we were able to meet your expectations during your visit to Turin. Your commendation of our team's dedication to fulfilling your requests serves as a testament to our commitment to excellence!We are sincerely grateful for your kind words and the opportunity to host you. Should your travels bring you back to our city, we would be honored to welcome you once more!Warm regards,the team at ALTIDO by Joivy
3/5
TrustpilotComfortable space in not super clean building
We appreciated the quick and attentive responses whenever we reached out to the property managers with questions or when issue with sink. We found kitchen missing some key staples and noted a number of large stains on carpets and furniture. Awkward pick up and return of keys in a convenience store. Overall, space comfortable and JOIVY attentive but for 2 people in their 60’s the location and building weren’t for us but that’s on us.
Dear Cathy,We extend our sincere gratitude for taking the time to share your comprehensive feedback with us! Your discerning observations regarding our team's responsiveness and attentiveness are truly appreciated, as we constantly strive to uphold the highest standards of service.Regrettably, we note your observations regarding the kitchen's provisions and the condition of certain furnishings. Please accept our sincerest apologies for any inconvenience these discrepancies may have caused. Rest assured, we are diligently working to rectify these issues to ensure a flawless experience for our esteemed guests moving forward.Regarding the logistical aspect of key retrieval and return, we are earnestly exploring refined solutions to further enhance the convenience of this process.While we lament that the location and architectural nuances did not entirely meet your discerning tastes, we respect your perspective and acknowledge the subjective nature of preferences.Should you reconsider gracing us with your presence in the future, it would be our utmost pleasure to curate an experience tailored to your refined sensibilities, one that surpasses all expectations!With warmest regards,the team at ALTIDO by Joivy
4/5
TrustpilotGood resolution
Unfortunately for us, there was construction work being carried out in the adjacent property and we had to cut our stay short. While this ideally would have been avoided, Altido dealt with it decently and issued us with a refund for our remaining time, with a small discount on top for our first few nights. They were also super quick to deal with our request for a clothes drying rack on the first night. Mistakes can happen, but how you deal with them is important, so based on that I would recommend them.
Dear Alexandros,Thank you for taking the time to share your feedback with us. We must express our deepest apologies for the inconvenience caused by the unexpected construction work that disrupted your stay, prompting you to shorten your visit. Please know that your comfort and satisfaction are always our top priorities, and we deeply regret any disruption to your experience. Despite these unforeseen circumstances, it warms our hearts to learn that you found our actions satisfactory. Your kind words regarding our approach to handling such situations are deeply appreciated. Your recommendation holds immense value and serves as a testament to our dedication to providing exceptional service to our guests.We eagerly anticipate the opportunity to welcome you back in the future, and we will spare no effort to ensure a seamless and enjoyable stay for you.Warm regards,ALTIDO Team
5/5
TrustpilotLooking forward to stay there again
It was my first time using smart check-in system, but the process is very simple, and the staff were always available on whatsapp for any help/advice you need. The location is perfect, just a few steps from Duomo, but hidden enough so there is no noise from the crowd. Everything you need to see and visit is within a walking distance, and not to forget, everthing is clean and the bed & pillows are super comfortable. Looking forward to come again.
Dear Boris, Your words paint a picture of joy and satisfaction, thank you for sharing your experience with us! It's wonderful to hear that your first encounter with our system was seamless.Nestled just steps away from the iconic Duomo, our location provides the perfect balance of accessibility and tranquillity, shielding you from the hustle and bustle while still offering easy access to all the sights. We're thrilled that you found everything conveniently within walking distance and that our accommodations met your standards of cleanliness and comfort.At ALTIDO, we pour our hearts into providing the best facilities and services, and it brings us immense joy to learn that you appreciate our efforts.We eagerly await the opportunity to welcome you back for another memorable stay. Warm regards,ALTIDO Team
1/5
TrustpilotDeposit Scam
Be careful with these guys. If you don’t renew, they’ll find any excuse to take money from your deposit.
Hello Renuka, Thank you for leaving a review about your experience! At the moment we were unable to identify you as a client based on the available information, for this reason we ask you to fill out the form you will receive from Trustpilot within 3 days so we can look into your case. See you soon! Joivy Team
4/5
TrustpilotGive instructions before
We stayed in London for 8 days. It was a comfortable apartment however it is in the second floor, so maybe it is difficult for older people. Beds are excelent and in kitchen there was everything we needed. The furniture in the living room is outdated and it is necessary to repair.It is near Pimlico and Victoria stations, about 20 min walking.We called Altido and they were very nice but I suggest to explain before how to arrive in the apartment.
Dear Ana,We want to extend our heartfelt gratitude for choosing our apartment for your recent stay in London, and for taking the time to share your feedback with us.It brings us immense joy to learn that the apartment lived up to your expectations.Regarding your concern about the apartment's location, please rest assured that we provide meticulously detailed instructions to ensure our guests are well-informed and can easily find their way. Furthermore, should any difficulty arise, our dedicated support team is available around the clock to promptly address any inquiries or concerns you may have.Your feedback serves as a guiding light as we continuously strive to enhance our accommodations and services. We eagerly look forward to the opportunity of hosting you again for an even more memorable experience in the future.Warm regards,ALTIDO Team
5/5
TrustpilotAwesome Flat
Everything was up to par with the description of the residence and the neighborhood. Beautiful home.
Dear Jim,Thank you for your kind review - it’s wonderful to know that everything was in line with the experience we strive to provide.We’re delighted to hear that the property and neighborhood met your expectations and that you enjoyed the ambiance of the home.We hope to welcome you back soon for another memorable stay!Warm regards,the team at ALTIDO by Joivy
5/5
TrustpilotIt got fixed very good:-) Kyle did a…
It got fixed very good:-) Kyle did a great job
Hello, thank you very much for your feedback. See you soon! Joivy Team
1/5
TrustpilotCouldn't check in, left to fend for myself
They keys for the apartment were missing from the key lockbox at check-in. I called up these guys and they basically told me to find something else as nothing else was available on a busy night. They said they'd refund me but they didn't instantly refund me or even the next day until I followed up again. Terrible, would not recommend at all. Go with a hotel.
Dear Jay,Thank you for taking the time to share your experience! We sincerely apologize for the inconvenience you encountered with the missing keys at check-in. We deeply regret that we were unable to provide immediate assistance and that this issue impacted your reservation with us.Please be assured that our team is working diligently to prevent such occurrences in the future. Your feedback has been invaluable in highlighting areas where we need to improve our processes and ensure a seamless experience for all our guests.Regarding the refund, as the booking platform handled the reservation, they will process the refund directly. We recommend reaching out to their support team for the most current update on the status of your refund.We recognize how frustrating this situation must have been and deeply regret that we fell short of your expectations. We are dedicated to addressing these issues and improving our service to ensure a more seamless experience for our guests in the future. We hope to have the opportunity to restore your confidence in our hospitality and offer you the outstanding stay that we strive to provide!Warm regards,the team at ALTIDO by Joivy
5/5
TrustpilotQuiet, spacious perfectly located flat in London
This was the best booking and stay we have ever had and it is because of thr communication, services offered and clear checkin/out policies. Altido offered extras for a nominal fee like continental breakfast fridge stocking and mid stay linens refresh that we paid for and loved! The flat had all of the essentials we needed as a family of two teens and a mom. The location was perfect as we were s hort 10 minute walk from Victoria station which made transportation around London easy and Taxis ride services were 1-2 minutes away. The flat was quiet and spacious and would stay again.
Dear Alison,Your glowing review has truly made our day, and we couldn't be happier to read your kind words. It's incredibly heartwarming to know that your stay with us was not just good but the best booking and stay experience you've ever had.We're thrilled to read your word of appreciation. We aim to provide a seamless and enjoyable experience, and it's fantastic to see that we succeeded in your case. Your kind words motivate us to continue delivering top-notch service.Thank you for choosing ALTIDO, and we eagerly anticipate the opportunity to welcome you back in the future!Warmest regards,ALTIDO Team
5/5
TrustpilotAwesome and comfortable travel accommodations
Coming from the states and not knowing what to expect, the communication prior to arrival soothed any anxiety. Very helpful, direct, easy to understand directions. Answered all inquiries immediately and effectively. Property was perfectly appointed, cared for and convenient to the purpose of the trip.
Hello Kathryn,Thank you for reviewing your hospitality experience with us on Trustpilot.First and foremost, thank you for your words of appraisal, acknowledgment, and positive assessment.We're delighted to learn our Team of trained hospitality professionals has met and exceeded your expectations, moreover, it's also highly rewarding to hear you've had a flawless landing in Europe.Although we can't imagine what is it like to travel across the pond for a, presumably, first time in Europe, we're excited to know we've been able to soothe out any travel-induced anxiety in relation to your trip.With regards to travel anxiety, and for any future reference, the best course of action would be to try and identify the triggers, plan ahead, take care of things at home, bring distractions to keep yourself busy during the journey, find the silver lining, and most importantly, stay hydrated.Nonetheless, we look forward to welcoming you and your loved ones to any of the properties we manage across Europe again.Best regards,The Team @ stayaltido.com
5/5
TrustpilotWonderful
It is a nice company to work with, fantastic services, especially Asya who done a wonderful job and made our stay great. The property was very clean and all the essential we needed. I would definitely come back and stay in the property.
Hello Mohammed,We are tremendously grateful you took the time to share such kind words about your recent stay with ALTIDO.We're definitely going to nudge Asya and will let her know of your appreciation, acknowledgement, and appraisal.We look forward to hosting you and your loved ones soon.Thank you for your time, review, and business!Best regards,The Team @ stayaltido.com
5/5
TrustpilotThe best accommodation in Milano!!
Regarding past experiences in Milano i was a bit worried, but let me say I was totally surprised by this hotel. First of all the whole process of checking in was extremely easy and very quick. Second of all i really loved the staff for responding so quick with any questions we had and providing the car park for us as well. Really the most welcoming hotel ever. Besides the aesthetic which was the main reason we chose this place, it was spotless clean. The room was very spacious and provided every amenity possible which made this trip so much easier. You can rarely find a place like this that also provides a gym, spa and a huge terrace with that price!! Also the location was perfect. You literally had to walk 2 min to restaurants, markets or any other shop. Will definitely come back here when in Milan!
Dear Sabina,Thank you so much for sharing your wonderful experience with us! We're thrilled to hear that you were pleasantly surprised by your stay at our hotel in Milano.We take great pride in making everything possible for the seamless experience of our guests. Our team is dedicated to providing quick responses and assistance to ensure a smooth and enjoyable stay, and your kind words are truly appreciated.Maintaining cleanliness and providing spacious, well-equipped rooms are top priorities for us, and we're delighted that you found everything to your satisfaction. We're also glad you enjoyed the additional amenities like the gym, spa, and terrace - we believe they add to the overall guest experience.Our central location is indeed a great advantage, making it convenient for our guests to explore the city easily.We're truly looking forward to welcoming you back on your next visit to Milan. Your return would be our pleasure, and we'll strive to make your future stays just as wonderful as this one!Warm regards,ALTIDO Team
1/5
TrustpilotNever do buisness with this guys
Never do buisness with this guys , we had a very bad experience staying in their apartment, when we get to the apartment it wasnt clean, the closet was full of their own stuff and didnt have room for our stuff, the price was 200% more than the market price , internet was very weak, the door made noise that we couldn't sleep in the night!! The laundry machine didn't work so we had to do our laundry out side and pay extra , the balcony door didn't have lock so obviously it wasn't safe , after that we left the apartment ( which was 1 week before our agreement with them cus we couldn't stand this apartment anymore so we decided to leave , we received msg from Airbnb asking from us for extra 500 eur to fix the balcony door lock that was never there from the first place!!! They sent old and fake photos to airbnb as proof , bottom line this guy's are greedy and thives!!! STAY away from them!!!You are liers!! I have never received money back from you for the days that I left before , you are thives and liers , and I hope Airbnb will take actions against you.
Dear Veronika,We appreciate you sharing your feedback, even though it appears to be in contradiction with our records and policies. After thoroughly examining the details related to your reservation, we would like to present our perspective on the matter.Your reservation was for 30 nights, during which we received no complaints or reported issues. If any concerns arise during a guest's stay, our dedicated team is available to address and resolve them.We encourage all guests to carefully review the policies of the reservation platform, especially those related to stay shortening. While your reservation was initially non-refundable, we refunded the unused nights as a gesture of goodwill and courtesy. We aim to be flexible and accommodating whenever possible to ensure guest satisfaction.Regarding the charge related to the damage to the balcony door lock, we stand firmly behind our statement. The lock was in working condition when you checked in, and it is outlined in the reservation platform's policies that guests are responsible for any damages they cause during their stay. When a guest accidentally damages an item that is not theirs, it is standard practice to either repair or replace the item, which aligns with the policies we adhere to.We understand that disagreements can occur, but we want to emphasize our commitment to upholding the highest standards of honesty and transparency in all our interactions.Update: Thank you for bringing up your concern regarding the payment. We would like to clarify that the payment was indeed processed on November 27th via Airbnb.To offer you additional evidence, we will send you a document confirming the transaction via email.We remain steadfast in our commitment to honesty and integrity in dealing with our guests.Kind Regards,ALTIDO Team
1/5
TrustpilotSTAY away from this company !!
STAY away from this company for your own safety!!! They are 100% scammers and greed, after we left the apartment in portugal, they requested a 450 eur payment for a broken balcony door lock that was never there from the first place, they have sent fake 'proof' to AirBNB trying to take money from ukrainian refugee, you should be a shame of yourself , and i hope AirBNB take action against you and delist all of your apartments.STAY AWAY from them!!!!!
Hello Veronika,We value your perspective, and we appreciate the chance to provide further clarity on this matter.Our company maintains strict policies and protocols to protect the safety and security of our properties. It is essential to emphasize that the integrity of the door lock is directly related to the overall safety and security of the property, which is why we take any door lock issues extremely seriously.Following your departure, the post-stay inspection identified damage to the door lock. In line with our standard protocols, we proceeded to submit a compensation request to cover the costs associated with the necessary repair of the door lock. To guarantee the precision of our assessment, we conducted an exhaustive supplementary audit before advancing any additional measures or seeking assistance from the reservation platform. This audit conclusively verified that the door lock was in flawless working order before your check-in.We wish to reassure you that our company is upholding policies that adhere to the highest standards of transparency in all interactions. We maintain high ethical standards and we can assure you that we never assert claims without substantiation or distribute information that could mislead.If you have any additional questions or would like to discuss this matter in greater detail, please do not hesitate to contact us directly.Kind Regards,ALTIDO Team
1/5
TrustpilotNOT what it seems.
The apartment was not what was offered. It was said to be for 6 people for a sofa bed in the living room that was no more than a mat, a sofa that was broken, with the cushions untied, and a spring that fell inward. In addition to being in a different condition than the photos, the dining table was broken, hangers were badly hung and broken and the temperature was not pleasant at all. I would NOT recommend it because in my opinion it is misleading advertising and in fact we had to leave the first night and they refuse to refund our money. Lousy service and attention.
Hello Carlota,We are sorry to read that you are disappointed by your experience in the property managed by ALTIDO.We are aware that we still have many aspects of our services to improve, but we are striving to give our best by working hard each day to implement new features to provide a better experience to our guests.Nonetheless, we believe that reviews, good and bad, help us improve our services.Thank you for your review, and best wishes from all of us at ALTIDO.Best regards,The Team @ stayaltido.com
5/5
TrustpilotFlat was great and everything was…
Flat was great and everything was organised by the team. No surprise at all!
Dear PO,Thank you for your positive feedback regarding your stay in our flat! We are delighted to hear that everything met your expectations and that our team’s organization contributed to a smooth experience.Our goal is to ensure that our guests have a seamless and enjoyable stay, and it’s gratifying to know we succeeded in this regard. We appreciate your trust in us and hope to welcome you back in the future for another great experience!Best regards,the team at ALTIDO by Joivy
2/5
TrustpilotSCAMMERS
Stayed multiple times in their apartment and during my last stay the bed broke under me.They had someone to call repair it the next day during the afternoon and promised me over WhatsApp they would refund me the first night.After the end of my stay I had to call Airb** to interfere and proceed the refund, they insisted on giving me 50% of the first night which wasn’t what we agreed on.They never reply back anymore of course.I also had problems with the water because it was only boiling water and not lukewarm or even cold. It was impossible to shower after 2 mins the water was just boiling.This wasn’t worth my money AT ALL.
Hello Carla,We are sorry to read that you are disappointed by your experience with ALTIDO.We are aware that we still have many aspects of our services to improve, but we are striving to give our best by working hard each day to implement new features to provide a better experience to our guests.Nonetheless, we believe that reviews, good and bad, help us improve our services.Thank you for your review, and best wishes from all of us at ALTIDO.Best regards,The Team @ stayaltido.com
1/5
TrustpilotSTAY AWAY, WORST EXPERIENCE EVER!
Review of ALTIDO Bright&elegant, rua passadiço 28 r/c Santo Antonio, LissabonAbout a month prior to our stay in Lisbon my two adult daughters and I booked a 1-week stay from July 8th-15th 2022. Before we arrived, Altido recommended a taxi-transfer. It later came to our attention that the transfer is at least twice as expensive as a regular taxi. So, we strongly recommend that you just book a taxi yourselves. We also had to pick up the house key at a location far from the apartment due to Covid-19. However, we walked straight into the office without any requirements of wearing a mask or keeping distance. So, it appears that Altido only uses Covid as an excuse, so they do not have to hand over the key at the apartment, but that we must come pick it up at their office. So due to Covid they cannot come and hand over the key, but we can walk into an office to get the key instead? That makes no sense. When we arrived at the apartment many facilities were missing, and there were also a lot of problems with the apartment itself, like a very filthy backyard and dirty utensils, plates, and mugs even though we paid a cleaning fee. On the website the following facilities were listed, but were missing: - Drying rack - Manual for the washing machine- Coffee machine (were supplied 3 days before departure after many requests from us)- Bucket and mop - Ironer and ironing board (were supplied 3 days before departure after many requests from us) - Functional WiFi (only worked for 1 hour out of a 7-days stay)- A functional TVOn top of the missing things, the toilet stopped working 2.5 days before departure, so we were not able to flush the toilet at all during these days. The water supply was cut off in the whole apartment for a full day, so we could not shower, wash our hands, and boil water. We wrote very friendly to the management team about the issues several times a day, but they would only vaguely respond, and we got in contact with a different person every time (we literally corresponded with 8 different people and wrote 12 messages) We wrote to Altido about the missing water supply and amenities and they promised to fix the problems the following day. However, they did not show up. We had to write to them again, and they then showed up with only the coffee machine, ironer and ironing board, and fixed the water supply, however, the toilet flush never came to work. Furthermore, we paid for city tax twice and they only paid us back when we wrote to them. There was also a very loud sound for about hours a day that sometimes woke us up. We wrote to Altido about a refund and they replied July 14th that a discount in the price would be discussed in their team and that they would return with a reply. It’s now July 23rd and we have not heard a single thing from them. - NB: We later read reviews about the apartment and found out that Altido offered to pay 100 euros for those who wrote a negative review about their stay. So DO NOT trust the reviews you see.
1/5
Trustpilot2 Cowgatehead Edinburgh - AWFUL!!!!
Stayed at 2 Cowgatehead Edinburgh. Described as luxury on listing but this experience was anything but luxury . Maintenance and cleanliness standards are awful. My daughter arrived first and could not gain entrance for well over an hour due to door sticking. Stoyan from Altido did try to help, but no maintenance guy attended and my daughter had to use brute force to gain entry in the end. There are many things broken or damaged in the apartment. Bathroom was the worst room being absolutely filthy and had to be cleaned before we used it. Toilet seat is broken and not fixed to the bowl. It only stays up for us guys when held up by your knee. A delicate balancing act! Rotten woodwork around bottom of bath and mould all around bath tiles. Then the kitchen with many chipped plates and glasses as well as a greasy filthy oven, and pans that are covered in grime with non-stick coating scraped off in many places. Kitchen floor also has large gaps between the boards and sharp edges. Stains on rugs and soft furnishings. Wallpaper pealing, paint marked and chipped everywhere. Dust, grease and damp patches in many places. Generally the apartment is badly constructed from a noise point of view internally. On the plus side the location is very central, but it is also therefore understandably noisy being right opposite a busy Salsa bar. So my advice is avoid this place at all costs. I took copious photos as back up and would love to be able to post them on here for you to judge!
5/5
TrustpilotSuper flat in Edinburgh city center
I used to live in Edinburgh and I have seen a lot of flats in the city, so I know the standards. This one is above the average for sure. The location is great and the flat itself is perfect. It is modern, clean, spacious, cozy,... it has everything you need. Furthermore, the access is super easy. I recommend it 100%.
Dear Diego,Thank you very much for your kind and insightful feedback!It’s wonderful to hear that, given your experience with Edinburgh’s housing standards, you found our property to exceed expectations. We take great pride in maintaining high standards, and it’s always rewarding to hear that our efforts resonate with guests who have a keen understanding of the local market.We’re delighted that you enjoyed the modern, spacious, and cozy atmosphere of the flat, and we’re pleased to know that the access process was seamless for you. Our goal is to create a comfortable, well-equipped environment where guests feel right at home, and we're thrilled that this was your experience.Thank you for recommending us so highly! It was a pleasure hosting you, and we look forward to welcoming you back on future visits to Edinburgh!Warm regards,the team at ALTIDO by Joivy
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Tell us what you need and we'll put you in touch. StayAltido hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
