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Booked this with free cancellation on booking.com and was charged right away. Don’t book this accommodation as they will not give you a refund. Had to escalate it with booking.com

A TOTAL SCAM WITH BOOKING'S CONSENT. ON NOVEMBER 27, 2024, I MADE A RESERVATION WITH FREE CANCELLATION, FOR NEXT MAY 2025, THEY INSTANTLY CHARGED THE FULL AMOUNT, IN EXCHANGE MORE THAN € 1000, TWO DAYS LATER I CANCELLED, TWO MONTHS HAVE PASSED, AND THEY TELL ME THANK YOU FOR MY PATIENCE THAT THEY WILL RETURN THE MONEY, BUT THAT I SHOULD WAIT. BOOKING SHOULD DO SOMETHING, THIS CANNOT BE ALLOWED, IT'S THEFT.

AWFUL. DO NOT BOOK WITH FREE CANCELLATION. THEY CHARGE YOU AND IT'S BEEN TWO MONTHS WITHOUT A REFUND, AND THEY KEEP TELLING ME IT WILL TAKE ANOTHER 4 MONTHS. DISGRACEFUL, YOU ARE COMPLETELY UNPROFESSIONAL.

Avoid at all costs!!!!! I booked on November 26, 2024, for a trip in December 2025. It stated payment was due before arrival, but I was charged two days later! I decided to cancel my reservation. It's been 47 days and I'm still waiting for my refund!!!! It's a disgrace!!!! I'm fighting with Booking.com to get the refund that the hotel refuses to give! (30-day processing time, problems with the reservations department, everyone's on vacation, etc.)! I've never seen such pathetic service.

Stayo Waterloo offers a central location with modern apartments, perfect for a short trip to London. The amenities were good, but there were minor issues such as street noise. Check-in was smooth, and the staff were friendly and helpful. Ideal for city travelers.

It’s a complete scam. On booking it says free cancellation but they charge you beforehand and when you cancel, they don’t refund you and give excuses that their software for refund is not working at the moment. Complete lies. It’s been two months. Give back my money or I’ll call booking until they take you off from their platform. Update: booking did the refund instead of them, insist with booking to be refunded, I had to call them multiple times, do not give up!!

Booked in September and cancelled within a day as I’d changed my mind after reading reviews. Prepayment was taken straight away and I’ve just managed to get a refund 3 months later after a payment dispute through my bank. Same story as everyone else is saying….IT problems and phone back next week. Have patience and wait a few more weeks etc. Absolutely shocking that they are still on booking.com. Can’t comment on what the place is like as obviously didn’t stay and certainly would never book this place in future due to my experience with refund.

Again we booked on booking.com with free cancellation, waited 3 months to get refund from stay lux group, avoid at all costs, these people should not be allowed to trade

Made a reservation through booking in march to stay on january 2025. They charged me the full amount 2 weeks after the reservation. In october they changed the place I was staying for a new one. I didn't agree with the new place so I canceled the reservation. It's been 2 months and I'm still waiting for my refund. They say that they can make it within 30 bussiness days. Well, the 30 days passed and now they say they have a problem with their system to make the refund. I had to go through booking to get my money back and they are giving me the refund because the place is not answering.

DO NOT STAY HERE! If you are due a refund, they will delay and delay it for months, citing ‘system problems’ - it is all lies / I had to resort to a s75 credit card claim to get my money back - avoid at all costs.

Booked apartment through Booking.com with free cancellation. Payment was taken immediately, cancelled the following day 9th October 2024. Still waiting for the refund. Property advised that it would take 30 WORKING days to refund, which has now passed. Conplained to booking.com and even they are unable to contact the property. Bookin.com advised the refund should have completed within 15days as per regular refund ts and cs. Will NOT be booking any properties in this chain ever again.

VERY BAD! We cancelled a reservation that had no cancellation fees, but they immediately charged the reservation amount! The cancellation was 2 months before the reservation! Now they say we have to wait 30 days, and after insisting, they say the 30 days were business days! This is not right! This is using money that doesn't belong to them! Nothing on the website says that the money is held! And why should it be held! Pure dishonesty!