Review of Apartments Inn London Lancaster Gate 4*

I booked this apartment for the Easter weekend, and I had planned a nice evening in London and thought it will be lovely to stay close by. We were given a code system to get in to the apartment, I have not used this system before but I assumed it was safe. As we opened the apartment door we was shocked to find that the place was completely trashed! I was so confused! I then walked in to the bedroom to see three suitcases, a DSLR camera, someones handbag. It was evident that the apartment was occupied. LUCKILY, no one was in as I am sure they would be shocked that we had such easy access to their room, especially with all their valuable possessions lying around. I took a few pictures. We tried calling through to apartments inn, they have 3 numbers on their email address and a telephone number above the buzzer, we tried all numbers and we could not get through to anyone, I left several voicemails and still no one got back to us. We decided to call lastminute who told us that they will get back to us in an hour. My partner and I waited on the stairs with our luggage, we was not contacted back, so I called again and they said they have contacted the apartments inn and will get back to us, after 3hrs of going back and forth we decided to book a hotel near by which cost us more by this point it was too late to go to dinner so our night was ruined! We were not contacted until the following morning! Apartments inn claimed that we stayed there, I had to explain the whole situation yet again! Then they offered us a full refund. I also asked for a complimentary night as the night we planned never happened due to their 'systems error' After three weeks of emailing they said to us that 'Errors happen and the apartment is safe' offered us 20% off our next stay, considering the service they provided I think their discount offer was an insult. 1 free night is the least they could do considering the inconvenience of it all. I would think twice before booking here, I have never dealt with such bad customer service. The entire experience is shocking! Save your money and stay somewhere that care about your experience.