Trusted Agent profile
★★★★★
66 reviews across 1 platform
52 Grosvenor Gardens, London, SW1W 0AU, Westminster SW1W 0AU
Merlin Cooper's Westminster office at 52 Grosvenor Gardens is rated 3.4 out of 5 across 66 reviews on 1 platform, including 66 Google reviews rated 3.4. Checked 9 October 2026.
Every review we hold for the Westminster office, from every platform, shown as written. First names only.
5/5
GoogleSuch a smooth experience. Just was amazing. Within 7 days, she was able to work with the landlord and through all the documents. The communication and speed at which she ensured things happened were so refreshing, especially considering in the London market there is a level of complacency. I would highly recommend Merlin Cooper (specially Jus) if you are seeking a seamless, no hassle move in across west end of London. 10/10.
1/5
GoogleI cannot stress enough how terrible my experience with Merlin Cooper estate agents in London has been. These people are utterly incompetent and dishonest. If I could give them zero stars, I would. Let me break down the nightmare that was my interaction with them: 1. False Advertising: We found a property listed at £3000pcm no bills and offers over 3250pcm would have bills included. Eager to secure it, we offered £3350pcm with bills included as stated in the listing. The agents accepted our offer at that price but stated that no bills would be included. 2. Bait and Switch: However, when we re-adjusted our offer to reflect this agreement, they suddenly changed their stance and insisted that the starting price was £3250pcm with no bills included. This blatant manipulation is infuriating. 3. Shady Business Tactics: To make matters worse, they removed all their listings and re-listed the property at a higher price after our negotiations. This screams of opportunism and dishonesty. 4. Inconsistent Communication: Dealing with their agents was a nightmare. Their communication was all over the place, with one agent having no idea what the other was saying. Their replies were not only rude but also arrogant. 5. Ridiculous Time Constraints: To top it off, they give prospective tenants a mere 7 days for the referencing process. Even if delays were caused by their agents or the landlord, they make it clear that if you missed this window, you would lose your holding deposit and have to reapply again. This is a blatant attempt to squeeze more money out of desperate renters. In conclusion, I strongly advise anyone considering renting a property in London to steer clear of Merlin Cooper estate agents. They are deceitful, unprofessional, and will do anything to exploit tenants. Save yourself the headache and find a reputable agency that values honesty and integrity. This experience has been a nightmare, avoid Merlin Cooper at all costs!
Dear Alek, Sorry to read your comments but seeing that you give negative reviews for a living, then we understand. As explained to you previously, legally an asking price is an invitation to treat and not an offer. This means it is up for negotiations and advertised price was OFFERS OVER, another clear indication that it is up for negotiations. Also, when the property in question was previously let, the rent contained some bills, and we were not advised otherwise. We discovered this during the negotiation process and before your offer was agreed to, which we understood made a difference in your willingness to proceed or not. We then took steps immediately to update the advertisement which is the right thing to do. Yes, we allow 7 days to reach an agreement (Tenant fee act 2019), as we believe it is more than enough time to complete a process, and we are unable accept another holding deposit during this period. It is just fair to the landlord that we get this done quickly so we know if you will be a tenant or not as soon as possible. We can confirm that least 95% of GENUINE applicants meet the time frame. If extension is required for reasonable reasons, we do offer one up to 15 days from when we received a holding deposit. We wish you all the best !
5/5
GoogleMerlin Cooper are fantastic! I use them to let all my properties; and they always find me tenants really quickly. Naomi is totally on it, and gets stuff done really quickly. I make a call and within days she has multiple viewings with offers with great tenants. They go out their way to make sure they provide an excellent service. Funmi is wonderful too and super helpful.
Thanks Kelly , we look forward to a continued working relationship
4/5
GoogleI had such an amazing experience with this real estate company! From start to finish, they guided me through the entire process with so much care and professionalism. Everything was explained clearly, and I felt confident and well-informed every step of the way. I truly felt comfortable trusting them to deliver, and they absolutely did! I couldn’t be happier with the outcome. Highly recommend!
5/5
GoogleExcellent professional fast actions provided to help resolving an ex-tenancy issue I had faced through the previous Estate Agency. The same day the issue with ex tenant resolved, the new tenants moved in without missing a day. I owe a very special “thank you”to Merlin Cooper’s Branch Manager and her team.
Thank Rahim, our feedback is much appreciated
1/5
GoogleI cannot stress enough how terrible my experience with Merlin Cooper estate agents in London has been. These people are utterly incompetent and dishonest. If I could give them zero stars, I would. Let me break down the nightmare that was my …
Dear Alek, Sorry to read your comments but seeing that you give negative reviews for a living, then we understand. … More
1/5
GoogleHorrendous company to carry out maintenance work for, communication is terrible and at times unreadable. Aggressive mannerism over the phone from management (Ronny) and the worst project management ive seen from staff (Abraham). Avoid at all costs, many other more professional and knowledgeable firms out there. Negotiating further and refusing payment after jobs have already been agreed and carried out.
Hi We believe this is Rob... I am sorry if you expect us to sign off a job you contracted since the beginning of April and you have refused to complete up till date then we are sorry we cannot do that . Your terms of business says 10% at start and balance on completion. As of today you have 75% of your payment and yet have refused to complete the job, which is shocking . We have instructed work men for years and have no problem paying when due and work delivered as agreed and if you truly believe you are owed that's why the court system is there . When you choose to leave reviews like this instead of taking appropriate action if you are right , it's because you are lying and angry that we are not letting you get away with your doggy ways. You keep asking for more money despite not completing the job, sending us videos and pictures that job as been done and on getting there we find out the quality is very bad and shocked thatyou could pass that as complete work. Hence the reason we asked you not to handle the boiler replacement for one you dont have respect for timing and 2 work quality has been bad . if you have taken 2 months to install a kitchen and damp proof small sections of the kitchen walls . The audacity you have to leave a negative review despite our patience is alarming, we should be the one telling people never to use you , unless they are ready ro sit there daily with you and ensure that everything you do is up to standard and don't rely on what you tell th as the quality of your work is very bad if unsupervised. As advised I'd you don't properly complete the job today , we will be taking it off you and sending you the bill charged by another contractor to rectify your errors and complete the work .
4/5
GoogleWe had a good experience with Merlin Cooper! They were patient with us during reference checks due to our circumstances. Special mention to Ronny who was very reassuring and made the process easier for us. The website could be slightly more intuitive and cleaner to use but don't let that put you off. Overall we had a good experience!
5/5
GoogleI had a great experience. The team was professional, responsive, and really easy to deal with from start to finish. They explained everything clearly and made the whole process stress-free, which is rare to find in London. Communication was quick and transparent, and I always felt like they genuinely cared about getting the best result for me. Highly recommend them if you’re looking for a reliable estate agent.
1/5
GoogleExtremely rude staff, a member a staff literally shouted us down the phone when we said we weren’t comfortable with an inspection happening we weren’t present. They are unwilling to show any flexibility and are refusing to reschedule so we can be present. Absolutely terrible and rude company, avoid at all costs.
5/5
GoogleWe had a great experience across all the relevant teams we were in contact with at Merlin Cooper. Funmi, Ronny and Florence were particularly helpful and kindly answered any questions we had in a timely manner. We've very grateful and look forward to moving into our flat!
5/5
GoogleThis company made my real estate journey so smooth and stress-free. They took the time to walk me every step of the way, made sure I was okay before going onto further steps. I felt completely comfortable communicating with them they truly helped me; an excellent company I must say . Highly professional, supportive, and reliable, I’d definitely recommend them!
1/5
GoogleRung up on Monday 12th July to arrange to view a property ASAP they had available. Had confirmation the property was listed on the market that day, so was then told by agent that the earliest viewings they could do were on Thursday 15th July to which a 3:15pm viewing was arranged. I have just received a call a 12:30pm on the day of the viewing to say they have to cancel. "We have had someone view the property yesterday (Wednesday 14th July) and they have put their deposit down this morning". Very frustrating as I have taken time off work and was already travelling to the property at the time of the call. I have been lied too as wanted to view the property ASAP and someone has viewed it before me. DO NOT WORK WITH THIS TIN POT AGENCY! RUDE ON THE PHONE AND WANTED TO GET OFF THE PHONE ASAP!NegativeProfessionalism
Harvey, We have received multiple offers on the property from the applicants that viewed it yesterday(had multiple viewings and were unable to put in more people, hence your slot today), and only one group could have the property out of all the offers received. We called all applicants to cancel the viewings we had scheduled for today and Saturday, and every other person understood and appreciated our call except you. You traumatised our consultant on the phone for minutes, by refusing to let her go and demanding to view the property at all cost, despite a deposit received. You refused to let her get off the phone, despite her apology that you missed out and her informing you that she needed to cancel other viewings and had a client waiting for her. Your actions are strange for a cancelled viewing, and you should realise that not all viewings would proceed, and not all offers would be accepted. If you had had an offer accepted on a flat and paid a deposit, you would not appreciate a bidding war or the agent showing the flat to others. We wish you luck with your search
1/5
GoogleI wish I would have read these ratings earlier. It explains all my experience with Merlin Cooper. We agreed 3 people will move. After we paid the hold, they changed their mind and wanted to charge us illegal extra money. We got terribly rude, almost threatening email saying "you have to pay the deposit by tomorrow lunchtime". Finally, we decided to not proceed because we were sure that we wouldn't see the thousands of pounds for deposit again. We are thinking about bringing the case to the court. Take my advice to spare money and stress for yourself and never do any business with this company.NegativeQuality, Professionalism, Value
Dear R Unfortunately, we have no record of dealing with you(your name not on our system), can you please advise us of which property you were scheduled to take? When you say we changed our mind, how is that possible, did you fail reference checks and we were unable to move you in and you wanted your holding deposit back? If that was the case, we do advise ALL applicant before making an application with us to ensure that the information given was true and could be proven, otherwise, if they fail checks, the holding deposit of 1-week rent is non-refundable. That is always written in bold and RED on our application form which can be found on our website. Or did you fail to meet the deadline of an agreement which a legal requirement according to the tenants' fee ACT 2019?
1/5
GoogleIf I could do 0 stars I would. I arranged a booking for yesterday (29 April 2019) I was running 10 minutes late and let them 15 minutes before my viewing that I would be late. I arrived at the property with no one in sight. I called their reception, the call had terrible feedback noise in the background. Whoever I spoke to told me to wait and the agent was running late and would turn up. I waited another 10 minutes, I telephoned again and she reassured me the agent would turn up and gave me the mobile number of the agent. I waited 10 minutes more and no sign, I then called the agent who told me she had no idea she had a viewing with me today and that she wasn't going to do any viewings at that time. So not only was I lied to, I was left waiting 25 minutes and had to take a 1.5 hour journey back home for no reason. I wrote a seething email complaining about this and they apologised and said they would explain but no explanation is going to make up for the treatment I received nor would it explain why I was lied to about the agent running late. What a waste of my time, I asked they remove my interest from that property and I intend to avoid Merlin Cooper in any future property ventures I may have. **The following is in response to the 'owner's' response** I was NOT 25 minutes late, I was barely 10 minutes late and sent an email saying I would be 15 minutes BEFORE my viewing. I have my phone record for the time of my first phone call saying I was outside the property but unsure if it was the right place because there was no one there. ABSOLUTELY NO ONE told me there was no guarantee she would be there, I was told she was running late and to just wait, I was then given her mobile number and she had absolutely no idea she had a viewing with me until that moment. Your blatant lies really do not reflect well on your company and I warn everyone to avoid Merlin Cooper at all costs.
Hi Naz, Apologies again that you were unable to view the property, considering the time you had taken to travel down there. However, you were about 25 minutes late for your appointment hence the reason you were unable to view the property. Your viewing was booked in last minute after she left the office on the assumption that you would be there to time(we had other scheduled viewings at the same time), however when you called the office at about 20 minutes into your appointment time, you had not found the property as you asked where it was, despite been emailed a viewing confirmation with the full address and postcode. We directed you and gave you the consultants number to ring and told you that we could not guarantee that she would still be there due to the time. We hope this explains the situation of events.
1/5
GoogleI would highly reccomend to AVOID using this firm. They will try and rip you off at every corner and are just very unreasonable. No respect for tenants and actually just bad at their jobs. Treated my girlfriend so poorly that I feel like have to try and warn others.
Hi, Sorry to read your review. Can we ask who your girlfriend is and what property is she renting or did she rent with us? Our aim is to be the best at what we do and we will appreciate more information on how we tried to rip off and treated your girlfriend badly? Kind regards Merlin Cooper
1/5
GoogleWould put 0 stars, but that is not an option. Rude and obnoxious staff are unwilling to help and do not reply to phone calls or emails even when just a basic question is asked. Calling the switchboard is a waste of time as they make promises of next day responses which never happen. I honestly cannot explain how unhelpful this company are and would urge anybody looking at are letting a people through them to save yourself the hastle and stress and just go elsewhere.
Hi Daniel, As we advised you at the start of your tenancy, your landlord managed the property. Despite been advised on several occasions, you kept calling asking us questions that was beyond our control and each time we kept asking you to contact your landlord. We are glad that it was all resolved at the end.
1/5
GoogleMerlin Cooper contacted ME with regards to renting my flat. I was initially impressed with their persistence but that persistence disappeared the second I agreed to them listing my property. Not only did they do next to nothing since signing my flat, but after the flat was rented (with another agency) it took them more than 2 weeks to return my set of keys back. The flat has now been off the market for almost 2 MONTHS and they have yet to remove their sign from my driveway. I have spoken to at least three different people that work for Merlin Cooper and each worse than the other. The concept of sticking to your word is alien to them. Merlin Cooper are a complete waste of time.
Sorry we couldn’t let your property; we can assure you that we did all possible and hope to be given an opportunity next time.
1/5
GoogleUnprofessional, terrible standard of service. During the tenancy it took them six weeks to replace a broken washing machine (offered no compensation to us) and showed very little interest in trying to resolve a chronic structural issue with the outside of the house that caused penetrating damp and ceiling leaks. When we moved in there was exposed wiring in the bathroom light fixture. They once blamed a condensation damp issue on the double glazing and insulation "trapping" more of the moisture we breathed out (no, seriously). The issue is that our house had neither double glazing nor insulation! Nor did it have any extractor fans installed, but they were sure the damp issue had nothing to do with that fact... After the tenancy, they failed to act in a timely manner and notify us of charges within 14 working days (per terms in the tenancy agreement). Refused to take responsibility for this mistake and instead blamed missing the deadline on "the Christmas break". Failed to return deposit to us within 30 days of the end of the tenancy as a result. Had to eventually accept their (late) charges to avoid a long drawn out dispute and needed to recoup as much deposit ASAP to cover my bills/new rent. Extremely poor customer service both over email and on the phone. Never interested in listening or trying to reach a helpful resolution and instead escalated issues on virtually every occasion. Painful conversations over the phone trying to speed up slow progress and in some cases were hostile over email. They constantly look to shift blame and avoid any accountability. Steer well clear of this bunch of cowboys! I wish we had.
1/5
GoogleIf I can I would have given zero raiting.I have been with with agency for three and half years as a tenant under one landlord. They just disappointed me to the core. Beware of this agency they are out just robe you.
1/5
GoogleVery bad service stay away from Merlin Cooper
Dear Wasim, We are sorry to read your review. Kindly explain how our service has been very bad. Having worked with you for over 6 years; your tenant was about to move out and we decided that it was best for all parties not to let and manage your property again, and informed you that we were happy for you to look for another agent to act on the property. The tenant said they were buying, and would like a rolling contract so they can give you a months notice to vacate when they near their completion date. You agreed to this, then few months later asked us to insist they sign a fixed term contract or vacate your property. Even though we felt this was not appropriate we approached the tenants and they advised us that they were not in a position to sign a fixed-term contract of which we informed you. They eventually gave notice and we asked you if we should arrange a check-out inventory at the end of a tenancy; you advised that you would arrange for this yourself. Then you turned around to ask us to go in a few days to the end of the tenancy and inspect it(mind you mid-term inspection had been carried out about 6 months ago). We advised that the ideal process since tenancy will end in a few days will be to carry out a check out after the tenants have moved out then you have a better picture of how the property was left. You also did not wish to pay for a check-out as stated on the terms of business. You turn up at properties we ought to be managing for you without informing us and allowing us to give notice to tenants, we send you emails in response to queries and get accused of not responding to calls despite issues being addressed in writing, and many other things. Due to how hectic our job is, we want to work with clients who take our professional advice and not constantly put us in awkward positions. We are here to serve you but need your cooperation to do so effectively which has been very difficult to achieve with you, hence our decision to step back from continuing with that particular property and to hand over any other property of yours once our tenants vacate the property to fulfil our obligations. We look forward to assisting you resolve the ongoing deposit dispute with the tenant and wish you all the best with your properties.
1/5
GoogleWorst service i have ever encountered. Everytime I try call the reception they lie and put off the blame off themselves. They didnt help maintain my property whatsoever and completey destroyed it! Absolutely rubbish
Hi, UNFORTUNATELY , we have no record of dealing with a landlord named Delia and have no idea of the property you are talking about … More
5/5
GoogleWe have been doing work with them lovely staff and they look after everyone would happily work with merlin cooper again
1/5
GoogleVery unprofessional. I was contacted a first time to arrange for a property viewing; I confirmed the time/date and asked for the place (since the street number was not mentioned). No reply from you, therefore I had to call to be told that the booked slot was not available anymore. You proposed a new slot. Again I confirmed it. Again, not having received the address details, I called to be told the appointment was cancelled. Very unprofessional. I expect to be promptly informed of any change in the schedule. Once might happens but twice in two days, I am sorry it is not.
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.
Merlin Cooper's Westminster office has 66 reviews across 1 platform: 66 on Google. Reviews may appear on more than one platform. Checked 9 October 2026.
Merlin Cooper is rated 3.4 out of 5 across all 66 reviews, and 3.4 out of 5 on Google from 66 reviews, checked 9 October 2026.
Merlin Cooper, 52 Grosvenor Gardens, London, SW1W 0AU, Westminster SW1W 0AU.
Ratings and review counts checked 9 October 2026. Is this your office? Claim your page.