Disappointing Stay - Poor Standards and Misleading Advertisements
We recently stayed in an apartment managed by Nova Rooms, and our experience was extremely disappointing due to several issues with the property and the service provided.
The initial impression of the building was positive—the entrance was clean and well-maintained. However, things quickly went downhill. Upon reaching our Apartment, we encountered a strong damp smell, paint splattered across the carpets, and a general sense of neglect. Inside the apartment, the situation worsened: the bed was unmade, used towels were left in the bathroom, the bins were overflowing, and surfaces were dirty. The balcony was unsightly, littered with cigarette ends, including guttering filled with them. Additionally, the apartment layout and size did not match the photos advertised on their Airbnb listing.
We immediately tried to contact the host through the Airbnb app and by calling the phone number provided in the check-in instructions, but we received no response. A sign in the apartment mentioned “Sojo Stays” as the contact for issues, so we also messaged them via WhatsApp—this message remains unread. This raises concerns about whether Nova Rooms is sub-letting these properties or potentially rebranded from Sojo Stays to distance themselves from the numerous poor reviews online. A Google search of "Sojo Stays" reveals similar complaints about unclean apartments and false advertising, some of which are on Trust Pilot.
After contacting Airbnb support, we were eventually moved to another apartment. This apartment was, in their defence, spotless - but still smaller than advertised and lacked the promised balcony (which itself wouldn't have been an issue). To make matters worse, there was only one bed, despite our booking being for a family of three. We had to request yet another change.
The third apartment was almost as disappointing as the first. The corridor leading to it was in an even worse state than the original, with a strong smell of damp again. The apartment itself appeared hastily cleaned and still required significant attention: dirty walls, stained furniture, and lingering smoke odors despite being advertised as a non-smoking property. The blinds and furnishings were also damaged. We had to clean parts of this apartment ourselves, including removing food from under the sofa bed and airing out the room. The sofa bed was poorly positioned, and we had to rearrange furniture to open it without damaging the TV.
The sleeping arrangements were appalling. The bed in the bedroom was the most uncomfortable I’ve ever slept on—until I tried the sofa bed. One reviewer described it as "like sleeping on a bed of spanners," and I can honestly say I’d opt for the spanners next time. It was that bad.
The only positives were the modern, well-equipped kitchen and a decent bathroom with a good shower, but these couldn’t make up for the other issues.
It took nearly three hours after check-in for us to get settled, significantly disrupting our plans and forcing us to spend extra money on takeout instead of cooking as planned. While Airbnb’s support team were helpful and proactive, the host’s slow responses and lack of care added to our frustration. The host were slow to respond, leading us to have to communicate via Airbnb initally to resolve issues.
Ironically, Nova Rooms charges hefty fees for late check-outs and cleaning, yet they delayed our check-in by hours and provided two unclean apartments out of three. They demand high standards from their guests but fail to meet these same standards themselves.
This experience left a lasting negative impression on what was supposed to be a relaxing family trip. Misleading advertisements, poor cleanliness, lack of communication, and substandard accommodations all contributed to this disappointment.
We received a 50% refund from Airbnb and Airbnb were extremely helpful throughout - I'm just extremely grateful we didn't book direct.
Based on this experience, I cannot recommend Nova Rooms and would advise others to carefully research this company before booking. Their properties and service fall far below acceptable standards. If this is representative of their approach to hosting, they need to address significant operational issues to rebuild trust with their customers.
October 26, 2024
Unprompted review
