Cancelled 10 days prior to our flight! I booked a week at SACO Broad Quay in Bristol for our wedding anniversary, flying in from abroad where we live. Two weeks prior to our flight I received an email saying the apartments were closing permanently due to structural issues. I was offered no alternative accommodation or a refund and spent all weekend (Bank holiday for the Queens funeral) on the phone trying to get a refund from Hotels.com and SACO. I eventually received a full refund but then had to find alternative accommodation which with less than 2 weeks notice was not only stressful but more expensive. This trip was booked as our friends are coming to see us in Greece for a week and we are flying back with them and they are dropping us off in Bristol on their way back home. It also happens to be our anniversary that weekend so the whole experience was stressing me out as it ties up with other people not just us. SACO should have a process of contacting people to cancel and offering alternative accommodation or a refund. It’s not rocket science it’s simple admin.

Poor service We have had poor communication despite paying extra 90 pound for car parking. very disappointed. Day 2 And having paid £690 for five nights accomadation for a SERVICED appartment with self catering facilities the kitchen is poorly equipped. The saucepans are too small to boil pasta for two, there is no chopping board and we were missing two plates. Reception does not respond to the phone and so I have had to appear in person to get any service. The free broadband is inadequate so you need to pay extra for a decent service.

The staff on front desk made our trip The staff on front desk were warm and welcoming, but really surpassed all expectations in the most surprising of ways. When out for lunch we spotted Nathan from the front desk. We were told he’d picked up the tab and settled our bill! I’d expected a soulless city hotel experience, but we felt like family. The kids and I were over the moon and will never forget such a kind gesture. In terms of the hotel experience, we couldn’t fault it. Everything you could imagine you’d need, you’ll find in your apartment. I want to book in the next stay immediately.

Worst of the worst I booked a room, which was a non-refundable purchase. Fair. But upon booking, the hotel requested a security deposit of £500 which was not mentioned anywhere before the booking. Then you wouldn't believe it, when I arrived to check-in to pay for my security deposit, their card machine was showing error 6 times, nothing showed up on my bank's side, I even contacted my bank and there was no pertaining issues with my card. The hotel's receptionists were being so unhelpful and had a stink attitude and would not accept any other ways of payment for the security deposit. So in the end I lost my booking and they won't issue me a refund.They won't even try compensate me for the loss when the issue was entirely out of my hands. Fraudulent service that I would not recommend to anyone

SACO fails in multiple ways I booked a SACO apartment in Cardiff through Expedia in mid-November 2023 for a stay on 7-11 March 2024. On 15 February, 2024, I received a message that the booking had been cancelled due to "overbooking." This prompted me to ask how was I able to book it in November but four months later it's "overbooked." I logged into the SACO AI concierge, or maybe it shifted to a human concierge at some point. Who can tell? The SACO rep told me it was an overbooking issue. Then it was a "maintenance" issue. Which is it, I asked? Overbooking due to maintenance, I was told. So they know in mid-February that the property won't be repaired by early-March? And/or they've overbooked. I learned my lesson: don't count on SACO for lodgings or a straight answer.