Trusted Agent profile · London
★★★★★
1,249 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 1,249 reviews on two platforms, including 177 Google reviews rated 4.5.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotA nearly perfect stay…
The only thing I could bemoan is a missing little lamp by the bed. The rest was just brilliant. Staff members very friendly and helpful, location easy to find, public transport only a few steps away..
Hello Peter, thank you very much for your feedback. See you soon. Joivy Team
5/5
TrustpilotFamily Trip to Greenknowes Farmhouse
Good communication before my trip and also during the trip from ALTIDO staff. The house was as described and completely matched my expectations. A wonderful weekend in the house making lovely memories with the family. Bedrooms were excellent, plenty of social areas and the most amazing hot tub! Lovely walks nearby. All in all a great experience from booking stage right through to a fantastic weekend. Must mention the hosts Gray and Yvonne who were amazing!
Dear Audrey,Thank you very much for your kind and heartwarming review! At ALTIDO, we always strive to make our guests feel secure and supported every step of the way, and we're thrilled to hear that you had a wonderful family trip to Greenknowes Farmhouse.It's wonderful to know that you were able to create lovely memories with your family during your time here, and we truly appreciate your mention of our exceptional hosts, Gray and Yvonne. They take great pride in ensuring our guests have a memorable experience.Once again, thank you for choosing ALTIDO, and we can't wait to welcome you back for another memorable experience in the future. Your happiness is our ultimate reward! Best Regards,ALTIDO Team
1/5
TrustpilotAwful experience
We stayed for a week in a rental managed by Altido. At the beginning an employee welcomed us and stayed 45 minutes in the house to make sure that everything was fine. Those 45 minutes were useless, we discovered more and more problems as the week went on. The house was dirty, the water wasn't running properly in one of the baths, the blinds didn't open properly either, plunging the living area into darkness. We reported these inconveniences to Altido and nothing was done at first. We went back to them several times to at least get another visit from the cleaning service. They finally agreed, saying that it was an additional service, to which we replied that if the cleaning had been done properly from the outset we wouldn't have to ask for another visit. They also asked if a viewing could be made during our stay. Either we rent and leave the tenants alone, or we don't rent. In conclusion, we had to employ another cleaner and we absolutely do not recommend Altido.
Hello Cathleen,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
3/5
TrustpilotNice location, fotos not very accurate.
The apt is well situation in a nice area. The building is a cool old world building. There were no clear instructions on how to lock the apts door so we never felt too secure when we left. The fotos that advertise the apt are def not updated. The furniture in the living room was beat and not comfortable. The bedroom aircon units were moldy inside and the batteries in the remotes almost depleted so they were difficult to use and they were so noisy that is was hard to remain asleep at night. The upstairs loft bedroom was had to use. No lights or elec outlets near the bed. The bathroom was very poorly lit and the shower was very hard to use since it was tucked into a corner. I’d say the place could use more attention to detail. Walls dirty and scuffed up.
Greetings Doug,We are sorry that your recent stay fell short of your expectations, and we greatly appreciate your feedback. Your comments are invaluable to us as we continually strive to improve our properties.We understand that different guests have varying preferences and expectations, and we will certainly take your remarks into consideration as we aim to provide a better experience in the future.If you decide to stay with us again, we would be more than happy to recommend a different price range that aligns more closely with your expectations and preferences. Thank you for choosing us, and for sharing your thoughts.Best Regards,The Team@stayaltido.com
1/5
TrustpilotAvoid booking any accommodation with…
Avoid booking any accommodation with this company!Our host cancelled our booking the day of our arrival to Portugal leaving us fending for ourselves and little choice but to spend almost £700 more than our original accommodation.Very stressful, awful way to start a holiday, no help to find alternative accommodation and no compensation for their part in the fiasco.Stay ClearEDIT - What StayAltido fail to mention is that they knew from the previous guest that they had a problem days before my arrival and felt that it was appropriate to notify me on the day of my arrival, leaving me at 2pm in the day with no where to stay. I think appropriate action would have been to book me into a hotel, but they knew that accommodation in Lisbon was scarce and expensive at short notice so washed their hands of the booking.I reiterate Stay Clear!
Dear Stuart,We want to express our apologies once more for the last-minute cancellation and the distress it may have caused you.Despite our efforts and intentions, unforeseen circumstances can sometimes disrupt our plans. As we mentioned earlier, our cleaning team went to the property in order to prepare it for your arrival. Unfortunately, they encountered conditions beyond our control that made it impossible to ensure your comfort and safety.It is essential to clarify that, regrettably, we had no available options for relocating you to an alternative property. While we always strive to provide suitable solutions for our guests, this was an exceptionally challenging situation that left us with limited alternatives.Given these circumstances, providing you with a full refund was the most appropriate course of action. Our aim was to ensure that you had the freedom and flexibility to make alternative arrangements that best suited your needs.We hope this explanation brings clarity to our position, and we genuinely appreciate your understanding of the steps we took.Kind Regards,The Team@stayaltido.com
1/5
TrustpilotBooked through plum guide.
Booked through plum guide.No hot water in the property for the entire stay. No offer of a solution or even an apology from the host company, altido. Property was in a good location and was well presented just didn’t pay to have a freezing cold showers for 4 days.Sadly the response below doesn’t match what occurred as I have phone and email records stating/confirming Altido were in fact aware of the problem from the date of my arrival. I have shared all of these with the company I booked with.
Helo David,Thank you for your additional feedback. We take your concerns seriously and apologize for any discrepancies in our previous response. We have since become aware of the communication records you've shared with your booking platform, and we are committed to investigating this matter further. Your experience is of utmost importance to us, and we will take appropriate measures to ensure that the issue is addressed promptly and effectively.We appreciate your understanding and the opportunity to improve based on your valuable insights. ..........................................................................................................................................................................Here is an update from our aftercare department:We deeply regret the experience you had, and we extend our sincere apologies for our inability to take timely measures.Regrettably, we learned about the issue post-factum, but immediately took steps to rectify the situation once we were made aware of it. We initiated communication with your booking platform to address the issue and provided a refund as a gesture of apology and compensation for the discomfort you experienced.We have conducted a thorough review of the situation to prevent such issues in the future. We have taken this experience as an opportunity to refine our procedures and communication channels to ensure a seamless guest experience.We firmly believe that the steps we have taken to address the situation will be reflected in your feedback. Once again, we apologize for any disruption you encountered and appreciate your understanding.Kind Regards,The Team @ stayaltido.com
5/5
Trustpilotwonderful location
the stay at Lisbon was wonderful, perfect location. I only suggest two things: that they forward a correct video about the local lock. As they´ve several leased properties, we received a prior explanation on how to open the door on a lock that wasn´t from there. We spent hours trying to solve it. And second, that they review the hygiene of the establishment, when changing guests. Other than that, we were very well taken care of by both: the airbnb team and the Altido team. Congratulations to both teams. We´ll be back.
Dear Poll,Your feedback is heartwarming, and we're thrilled that your stay in Lisbon was so enjoyable. We're overjoyed that the location was perfect for you.We truly value your suggestions. We apologize for any confusion with the lock instructions and are working on providing accurate guidance for all guests.Thank you for highlighting cleanliness, it's a priority for us to ensure a comfortable and safe environment for all.Your positive experience with our teams brings us joy. We're eagerly awaiting the chance to welcome you back. Best Regards,The Team @ stayaltido.com
5/5
TrustpilotGreat overall experience
Great overall experience. Good location and very friendly, helpful staff. The apartment was very nice and cozy, with good facilities. They offered us free breakfast, which was a surprise and a big plus.
Hello Nora, thank you very much for your feedback. See you soon. Joivy Team
1/5
TrustpilotAltido is a scam company
Altido is a scam company - their apartment in Nervi Genova is the worst place we have ever stayed! Please do not book apartments with this company - their place was unclean, outdated, unmaintained and likely unhealthy - run by the scam agency called Altido.Apartment is warn-down after years of neglect by the agency Altido who had barely bothered to clean before our arrival. There is mould on the walls of the two bedrooms and the living room as well as in the kitchen and bathroom. And also smells like moist. This can be hazardous to your health.Also dirty walls, dust and dirty kitchen. We bought our own things to be able to eat in the apartment.Half of the furniture is broken or so unclean that you cannot use it. We barely stayed in the apartment due to the unhealthy environment and spent half our stay communicating with the agency Altido about alternative places or compensation. Nothing happened and they continuously lied to us during our stay, including promising cleaning that never happened. For the price paid here this was a mockery of the customer. Do not book with Altido.NB. Altido’s response below is another lie. Our first complaint was made within 30 minutes of the stay to their local agent who forwarded us to their main office in Milan. Here an agent called “Ibo” continuously promised the above things during our stay but nothing ever happened. We have full documentation of emails and photos of the apartment including mould spots, so Altido’s attempt to devalue our review her is frankly unethical and dishonest. Please Altido, live up to your own own statement of being “reputable” by at least answering our 3 emails since we left your warn-down apartment with more than the empty promises that you/Ibo made during our stay in numerous emails. Until then you can only be considered a scam company with no ethical standards.
Hello Rasmus,We are sorry to hear that you had a negative experience during your stay. However, we must respectfully disagree with your statement. Our team conducted a thorough review of your reservation and audited the communication history with you.Throughout your stay, there were no complaints or mentions of any issues from your end. We take guest feedback seriously and aim to address any concerns promptly. Without receiving any communication from you during your stay, it becomes challenging for us to address any potential issues that may have arisen.We take pride in our commitment to providing clean and well-maintained accommodations for our guests. Our properties undergo regular maintenance checks, and any necessary repairs or cleaning are promptly carried out.Regarding your concerns about mould, we have conducted a thorough inspection of the property, and there are no indications of mould on the walls or in any of the rooms.We understand that individual preferences may vary, and we apologize if the apartment did not meet your expectations. However, we assure you that we have consistently received positive feedback from many of our guests who have enjoyed their stay with us.Altido is a reputable company that values transparency and guest satisfaction. We always strive to provide the best possible service and experience for our guests. We regret that you did not have a positive experience with us and encourage guests to reach out to us during their stay so that we can address any concerns promptly.Thank you for sharing your feedback, and we hope that you will reconsider booking with us in the future, giving us an opportunity to provide you with a better experience.Best Regards,The Team @ stayaltido.com
1/5
TrustpilotNever again!!!!
We booked accommodation in Genoa which we were very disappointed with and would have liked more help from Altido in solving the problem.First of all: the pictures and the description of the accommodation did not correspond to reality at all. The fact that the house is right next to a railway line and that it is very noisy day and night was completely concealed. Coffee machine and fan didn't work and despite complaints, nothing was repaired or replaced. The clogged drain in the bathroom was cleaned, but with so much chlorine that we couldn't go into the apartment all afternoon. It stinks a lot and burned our eyes and throat.We have officially complained to Altido about any problems in the apartment but cleaning the drain was the only thing that was done during our stay.A request for a partial refund of the rent was also rejected.All in all: I cannot recommend Altido and will never book a property with this provider again!
Hello Andreas,We are sorry to hear that the property did not meet your expectations and that you were disappointed with the description and location. We take pride in presenting a realistic and accurate description of our properties to ensure transparency with our guests. The property's location is depicted on the Google map in the listing, which provides a clear understanding of its surroundings.Regarding the coffee machine and fan, we are glad to confirm that both of these amenities were in proper working condition when inspected. To assist our guests in using these facilities, we also provide clear instructions in the manual provided in the property.Concerning the clogged drain issue, we apologize for the inconvenience this caused you. We did address the matter promptly upon your report and took measures to unclog the drainage to ensure a comfortable stay for you.We apologize for any shortcomings you experienced and truly hope that despite these issues, you enjoyed your time in Genoa.Best Regards,ALTIDO Team
1/5
TrustpilotStay away from unhelpful management
If I could give this experience a zero I would. We stayed in an apartment in Vernazza. They stated that there was a washing machine in the flat. There was not. There was no option for a laundry service and no recompense for the hassle of this inconvenience. One bedroom reeked of urine and I requested that the room be recleaned. They sprayed some Glade and said that since there was no previous complaint of a smell of urine that it must have been their cleaning supplies. False, as the smell would have dissipated after a few hours. It didn’t. There were dirty towels left in a bathroom. There were rats making a nest in the wall across from the house. We did lock keys in an apartment and their response was to get a lock smith and there was nothing they could do to help despite a cleaner letting herself in to spray the aforementioned Glade. Just terrible and unhelpful. Would never book through them again or one of their properties.
Hello Missi,We are sorry to hear that you had a negative experience during your stay in Vernazza. However, after reviewing our records and communication history, we couldn't find any guest matching your description or booking details. It's possible that there might have been a mix-up with the property management company.We take guest feedback seriously, and if you have stayed at one of our properties, we always aim to address any issues promptly and provide the best possible experience. As a company, we prioritize guest satisfaction and work diligently to maintain the highest standards of cleanliness and comfort.If you believe there has been a misunderstanding or if you have any additional information that could help us identify your reservation, please reach out to us directly. We value our guests' feedback and want to ensure that every guest has a positive experience when booking with us.Thank you for bringing this matter to our attention, and we hope to resolve any concerns you may have.Best Regards,Thea Team @ stayatido.com
5/5
TrustpilotEpic level locksmith
He was really friendly and really kind. He supported us throughout the maintenance and answered every question we asked. He acted like a true professional. Would recommend him everytime without a doubt.
Hello Nathan, thank you so much for your feedback. See you soon. Joivy Team
5/5
TrustpilotAn Amazing Place
We had a wonderful stay at this lovely little flat on the South Bank. Before we even arrived, all the people at ALTIDO were very thorough and quick to answer our questions. The flat is charming, cheerful kitchen/diner,sitting, sitting room with everything you would need to make a simple meal. Good washer and drying rack, with a balcony to dry on on nice days. The bedroom is small, but with good drawers and closet space. Everything was very clean. The flat has a spectacular view, straight over the Thames to St. Paul’s. So beautiful. It’s also right next door to Tate Modrrn, close to the Globe, and a shirt walk to Borough Market. Perfect! We’ll be back!
Hello Joan,Thank you so much for your lovely review! We're absolutely delighted that you had a wonderful stay at our charming flat on the South Bank. It warms our hearts to hear that our team was thorough and quick to assist you with any questions before your arrival.We're glad you had comfortable stay and enjoyed the beautiful view of St. Paul's.The convenient location near Tate Modern, Globe Theatre, and Borough Market seems to have added to your overall experience. We can't wait to welcome you back in the future! Until then, safe travels and many happy memories on your journeys! Best Regards,The Team @ stayaltido.com
4/5
TrustpilotApartment in Lisbon
Our apartment in Lisbon was comfortable and had everything we needed for our stay. The location in Alfama was very convenient; a 10 minute walk to the metro, 2 minutes from a mercado, and just across the square from a very welcoming local bar. Communication with the staff was prompt but we misunderstood how far it was from the key pick up point and the apartment. We thought it was around the corner but it was not walking distance. The staff were very helpful getting us a car to deliver us.
Dear Susan,Thank you for taking the time to share your feedback about your recent stay at our property in Lisbon. We're delighted to hear that you found the apartment comfortable and well-equipped, providing everything you needed for a pleasant stay.We apologize for any confusion or inconvenience caused by the misunderstanding regarding the distance between the key pick-up point and the apartment. We understand how important clear communication is in ensuring a smooth arrival process, and we regret any inconvenience this may have caused. However, we are glad to hear that our staff were able to assist you promptly and arrange a car to ensure a seamless transfer to the apartment.Your feedback is invaluable to us as it helps us improve our services and provide a better experience for our guests. We appreciate your understanding and patience in this matter.Once again, we would like to express our gratitude for choosing our apartment in Lisbon, and we hope to have the opportunity to welcome you back in the future, providing you with an even more enjoyable stay.If there is anything else we can assist you with or if you have any further questions, please don't hesitate to reach out to us. We are here to ensure your satisfaction.Warm regards,The Team@stayaltido.com
5/5
Trustpilot5 stars stay at Lisbon Altido
I stayed at a 1 bed Altido apartment at Lisbon by the time out market for 4 nights. Communication was good, I had details on self check in in good time. My email queries were answered pretty much within 30 mins. When I reached the apartment, the key was not in the key box as stated but a phone call quickly resolved the issue. One of their guys who was very apologetic came with the key within 5 mins and showed me into my apartment. The apartment was comfortable and clean and felt very safe as I had been staying alone. There was even a concierge on the ground floor. Overall, I would definitely recommend staying with them and would return at some point again.
Dear Sharon,Thank you for sharing your 5-star experience at our Altido apartment in Lisbon. We are delighted to hear that you had a wonderful stay and that communication with our team was good throughout the process. We apologize for the initial issue with the key, but we are glad that it was quickly resolved and that one of our team members promptly assisted you. It's great to know that you found the apartment comfortable, clean, and we fulfilled your expectations.We appreciate your recommendation and we would be more than happy to welcome you back in the future for another enjoyable stay.Best regards,The Team@stayaltido.com
1/5
GoogleLesson learnt during stay at one of the Altido property in London. Carefully check the property when taking the keys for any damage as well toilet for any clogging. Had to vacate property after one night stay (booking was for 3 nights) due to clogged/ disfunctional toilet, arrange another place to stay at last minute at much higher price and finally was charged for repair of clogged toilet for noticing it during stay. Thankfully was not charged for broken locks, fan and bins in the property. Altido finally refunded a small amount while I ended up spending much higher amount for last minute alternative place with all the hasselt to shift mid night.
Hello Sanjeev, Thank you for reviewing your experience with us on Google. We're grateful that you've taken the time to let us know the details of your reservation with us. We've analyzed your communication with our customer service team and would like to let you know that your case was handled with professionalism and in line of strict charge for damages and refund policies. Nonetheless, we believe that reviews, good and bad, help us improve our services. As much as we strive for excellence in everything we do, now and then, things don't go as anticipated and we're sorry about that. Best regards, The Team @ stayaltido.com
4/5
TrustpilotThe flat was super clean and…
The flat was super clean and comfortable. Beds are soft! Location is good. There were 103 steps to access our flat on the 4th floor. I didn’t receive the code until well after the check in time I provided however I was able to call and receive it, it just took a little more time. Shower had a slow drain.
Dear Scott,Thank you for sharing your experience with us. We are delighted to hear that you found the flat to be super clean and comfortable, with soft beds and a good location enhancing your stay.We appreciate your patience and understanding regarding the check-in process. Our goal is to provide a seamless experience, and we regret any inconvenience caused by the delay in receiving the code. Your feedback is invaluable, and we will take measures to ensure that future guests receive all necessary information in a timely manner.Additionally, we apologize for the slow drain in the shower. Please rest assured that our maintenance team has been informed and will address this promptly to prevent recurrence.Your feedback helps us improve and deliver an even better experience for our guests. We look forward to welcoming you back for another enjoyable stay in the future!Warm regards,the team at ALTIDO by Joivy
3/5
TrustpilotConvenient but has issues
Location was convenient, but the apartment had some issues. Mainly, the shower is either scalding hot or ice cold - no in between. The wifi also was really slow and unreliable. When I reached out about it, they did send someone over to look, but messaging with the host is frustrating because it’s a company so a different person responds each time.
Dear Guest,Thank you for taking the time to share your feedback! While we are pleased to hear that you found our location convenient, we regret the issues you encountered at the beginning of your stay.It’s good to know that our team was able to address these concerns promptly. We are dedicated to providing 24/7 assistance, and although different team members may respond, we aim to offer consistent and helpful service to all our guests.We hope that, despite the initial hiccups, you were able to enjoy your stay and were fully engulfed by the means of you travels. Should you decide to visit us again, know that our doors remain wide open for you - just don't hesitate to reach out to us!Warm regards,the team at ALTIDO by Joivy
5/5
TrustpilotGreat value
Great value, smart and clean rooms in a very convenient location for central London. The only issue was the absence of staff for a checkout between 6am and 7am.
Hello Richard, thank you so much for your feedback. We hope to welcome you again soon. Joivy Team
5/5
TrustpilotBest first time Milan trip!
I would 100% recommend this property when you are visiting Milan. Getting to the apartment was straight forward and stress-free, it is a 10 min walk away from the Cathedral and directly outside the Castle which was great as it was our first time visiting Milan. There is an underground tube right outside the property which has links to all over Milan along with the Central Station. The property was clean, spacious and had everything you would require for your stay. We were very impressed with our stay here! We did not need to contact ALTIDO during our stay as we had no issues and would definitely visit again :)
Greetings Dominika,We are tremendously grateful you took the time to share such kind words about your recent stay with ALTIDO.It is not every day that we receive feedback as detailed and thoughtful as yours. Trust us -does not go unnoticed. We really appreciated it.Your comment has given us valuable insight into the services that we provide at ALTIDO.You and your loved ones are more than welcome to visit one of our properties in Milan or across Europe for another great trip!Best regards,The Team @ stayaltido.com
5/5
TrustpilotI’ve had an issue about my contract and…
I’ve had an issue about my contract and Ms. Chiara from Joivy Customer Services helped me a lot to solve my issue. Great professionalism and problem solving skills
Hello Su, thank you very much for your feebdack. See you soon. Joivy Team
5/5
TrustpilotLife is Much Sweeter on Top
The property sits on top of hill that allows all guests to see a wide span of Scotland. Every window had an amazing view. The property was so clean and well preserved it felt like a home away from home. It’s located right in Edinburgh so you’re close to everything popular and within walking distance and when you’re ready to go back and rest it’s isolated from the city that it’s absolute bliss. My friends and I all agreed that this location will be our regular spot for next time we visit! ALTIDO was amazing in their service with quick and clear responses and were able to help us with any questions or problems we had. Thank you to Ben for meeting us, showing us the property and being a delight. To those looking and not sure about reserving this property, RESERVE IT I promise you will not regret it!
Greetings Jason,Reading more about your recent stay with us swiftly put a smile on our faces, as there is nothing more rewarding than positive feedback from our guests.We hope that you explored the area but also that you captured many marvelous little moments both around and inside the property offering so many picturesque views.We work hard to meet expectations like yours, and we're happy to hear we hit the mark for you.Your friends and you are more than welcome to visit us whenever the opportunity for creating more lasting memories arises.Best Regards,The team @stayaltido.com
5/5
TrustpilotAltido was very helpful
Altido was very helpful. Our plane arrived at 10am and we needed the appartment around midday. With good notice they were happy to help. The flat was comfortable and well equipped. There were a couple of minor problems but very friendly engineers arrived quickly. Access by a key safe meant we could leave the key and didn't have to be in.The appartment was in an ideal spot for us in the Newtown not far from Stockbridge.Plenty of restaurants and an excellent baker.We had a very enjoyable trip and will go back.
Hello Sue,Thank you for reviewing your hospitality experience with us on Trustpilot.First and foremost, thank you for all of your kind words, appraisal, and acknowledgment. This really means the world to us and all of our staff!We're delighted to learn you've had an amazing stay in Edinburgh, moreover, it's exciting to know that you had the opportunity to explore authentic Scottish life and have an unforgettable experience of a lifetime.Hope you enjoyed everything it has up for grabs.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
Trustpilotgreat stay on the 5 bedroom barge
This Boat was AWESOME!!!!room for myself and my husband as well as my 4 grown kids!!! Everyone had their own spaceLaundry was key as we came from a 5 day stay in another country!!Close to everything Ate alot at the Dickens INN. great spotAll around we would do it again Maybe in the summer so we could enjoy the outdoors available on the bargeThank you for everything
Dear Betty,We're thrilled that the boat exceeded your expectations, and it's heartwarming to hear that your whole family had a fantastic time. Ensuring your comfort and providing you with everything you need for a wonderful stay is always our top priority.We can't wait to welcome you again in the summer! The boat becomes even more attractive during this season and the location offers a whole new set of experiences to enjoy.Warm regards,ALTIDO Team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
StayAltido's London office has 1,249 reviews across two platforms: 177 on Google, 1,072 on Trustpilot.
StayAltido London is rated 4.3 out of 5 across all 1,249 reviews, and 4.5 out of 5 on Google from 177 reviews.
StayAltido London, 26 Astwood Mews, London, SW7 4DE.
