Unfortunately, we stayed at Think London Bridge August 17-20. Upon arrival, we were first shocked to find that the description of the one bedroom was not as described. It was extremely small and claustrophobic, more like an extremely small studio, not an apartment. That was only the beginning of our nightmare at Think. We were only in the room a few minutes when we realized how stifling hot it was in the room and it quickly became unbearable. We were both literally dripping wet from the sweat. Since there is no central air, the only way to get air into the room was through one small window and a patio door, which provided little relief from the blazing sun pointed directly at Think. We called and requested a fan but it took two phone calls and approximately 45 min. for them to respond to our request. When they finally brought the fans, one did not work and the other provided little relief. We contacted the front desk right away but it took another hour to get a replacement. The fans did little to help us, as the heat was severe, as other reviewers also mention. Do not overlook this when booking a room here. There are no other windows and no other way to get air into the room. It was so hot that we could not relax in our own space as it says on the website. We could not tolerate it any longer so we decided to go out on the town for some relief from the heat. However, when we were about to leave, we tried to lock the patio door but the lock was broken and the door would not lock. We couldn't believe it. Again, we contacted the management and told the woman at the front desk that we could not lock our door. The woman did not speak very good English, she was not courteous and she did not grasp the gravity of the situation at all. My husband clearly and plainly said that we could not lock our door and that we would not leave until the door was locked but it was like speaking to a wall. Finally, she said that she would send someone up to help us but we waited and waited but no one ever came for approx. 30 min. This was considered an emergency but we were left waiting again by management. It was completely outrageous, unbelievable and completely unacceptable. I called her again and said that I was following up on my husband's complaint from 30 min. prior about our door not locking and she again was unbelievably non-responsive to our request. I said, do you understand that our door lock is broken. We will not leave our room until it is locked. We waited again approx. 30 min. more but still no one came. We were completely livid at this point. We were forced to call a 3rd time but she said she could not indicate a time when some one would be able to respond to our request to fix the broken lock. Not once did she offer to move us out of that room. There we were stuck in our room with a broken door lock and no solution from the front desk. We called back and said that if she didn't help us that we would be forced to call the police for help because we would not be forced to leave all of our luggage in a room with no lock on the door since that would put us at risk of being robbed while on vacation. Not once did she offer to lock our luggage in a holding room nor did she offer any other solution to remedy the situation. Even stating that we would be forced to call the police for help did not resonate with the woman at the front desk. We do not know what was wrong with this woman and if it was a language barrier or something else but the way she handled this issue was completely not acceptable. Finally, approx. 15 min. later, a man came up to our room and agreed that the lock was broken and that we would have to be moved. At this point it was almost two hours since we had checked in and instead of having the opportunity to relax from our long flight and the long walk dragging our luggage to Think Apartments, we were forced to get aggravated on our vacation by trying to coordinate and solve problems of getting things fixed in our room. That was the job of the front desk, not ours but we were forced to deal with all this. This is all completely unacceptable. Think Apartments talk about the freedom to come and go but that freedom was denied to us since we could not leave our room due to the lock being broken. And furthermore, the freedom they talk about we do not want. There was so much freedom that the front desk doesn't even feel the need to perform their job. They force the guest to solve problems for them. That freedom we do not want when we are traveling on vacation. This was completely crazy that we were forced to experience any of this on our vacation and the woman at the front desk never even had the decency to offer an apology, which made things even worse. Moving on...The room that they finally moved us into was much larger, which we don't understand because it was considered a one bedroom also. Although the door lock problem was resolved and this one worked, the same problems regarding the blazing heat persisted throughout our stay in that room, in addition to the other problems we encountered that took precious time from our vacation. Although we were given two fans in the new room, they barely provided any relief because it was extremely hot. Also, there is a wall between the bedroom and the kitchen where the patio door and one window is located, so the air does not reach the bedroom and bathroom to cool off those rooms. Know that the bedroom was unbearably hot, so it did not promote a restful sleep. Although the bathroom has a fan that pulls some of the heat out after a shower, know that the fan only stays on right after the shower so when you're trying to get ready in the bathroom, it was still all steamy and hot. For a woman, this is something to keep in mind, especially if you are a business traveler. I could not get ready in this heat. These are not extravagant requests we are talking about here, this is about basic functioning. Aside from the pervasive heat problem, the new room had other problems. It wasn't stocked the same overall and for one thing, it did not have a coffee press like the other room had. After the lack of sleep and stress we were forced to deal with, we really needed a cup of coffee in the morning. We dared to request a coffee press since the other room had one, but once again, the request was not simple nor was it quick as it should have been. So much for the so called 24 Hour Assistance they claim on the website. Again, we were kept waiting an unacceptable amount of time to receive what should have been already in the room. We gave up and were about to leave when it finally arrived. If you thought things at Think couldn't get any worse, be advised that they could and they did. The last night of our stay, we decided to do some laundry. Well, let's just say that we were not surprised when the dryer did not work. My husband is very savvy regarding technology but even he was forced to spend time trying to get the dryer to work but it would not work. Once again, we were forced to spend our vacation trying to get something at Think to work properly. He called the front desk and thank God there was another person at the front desk who was courteous and sane. Unlike the woman at the front desk the day that we arrived, he completely understood that when a guest makes a request, you should try to help them. He came right up and tried to help my husband. We really appreciated his help and responsiveness but the thing would just not work. They got it to slightly work where it provided some heat but my husband's clothes never fully dried after being in there several hours and he was forced to hang them around. the room. This experience at Think was the experience from Hell. It's really sad because the room was nicely decorated and hip. We could not recommend this place though due to all the problem we encountered and the management's lack of desire to solve them. As I said, under the Services section it says that they offer 24 Hour Assistance but know that in our experience, that statement was not accurate. The only thing that is true about that statement is that someone is at the front desk for 24 hours. It does not mean that you will receive service from that person. In our experience, every time we called for service for things that should have been operational, our requests were not given priority and we were forced to wait an unacceptable amount of time for things that are stated are supposed to have been provided. This was and is completely unacceptable what Think Apartment forced us to deal with on our vacation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your recent review on Tripadvisor regarding your stay with us at Think Tower Bridge. I was sincerely saddened to read your review and would like to take this opportunity to comment.
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It is important to note that in the last months despite being very busy for the Olympics we have successfully refurbished 30 apartments within our Tower Bridge property as part of our ongoing refurbishment program. We have also implemented measures within our pre-check in process to address the issues you have highlighted within your review in order to negate these from being raised by our guests in the future. During the pre-check in process all facilities and amenities are now being check to ensure everything within the apartments is in fully functional working order. Due to being a Serviced Apartment provider as opposed to a Hotel, we do tend to have guests staying for longer lengths of stay so it can be the case that a facility can be fully working on the pre-check in procedure and need replacing during the stay of the next guest. We do have an on-site Maintenance Team of 13 professionals who would be able to assist with these minor issues. The team can replace washing machines & tumble dryers if requested as we hold an emergency replace stock.
Currently we do not operate an air conditioning system in our Tower Bridge property. In the meantime we provide fans should it be necessary. These are usually left in our apartments and we provide additional fans on request. I apologise that the customer service you received on this occasion was not to our usual standard and would like to inform you of the additional measure we have taken to reduce the temperature in the future to a more comfortable level. We have recently lined the external windows of the apartment building with a UV film which will filter out some of the heat which affected your apartment. Where possible we aim to provide our guests with a home away from home experience which is comfortable and enjoyable. Should we have had the availability we would of course have moved you straight away.
Within our apartments as stated on our website we do provide fully fitted kitchens within all apartments above our Studio category. The apartments themselves are facilitated with all the necessities one would need in a home away from home and although this category of apartment entails the majority of the facilities within our larger apartments, for future stays you may be more comfortable booking one of our larger categories which has more space throughout. The space however, within the category you booked is far more sufficient than a standard hotel room without the luxury of a fully fitted kitchen and living area which many of our guests enjoy to relax in.
Over the past 18 months we have endeavoured to provide a high level of service to our guests by investing greatly in the training and development of our Front of House teams. Our 24 hour Receptions are a true asset to us enabling us to resolve issues promptly and effectively. I can only apologise that on this occasion you did not receive the expected service. Due to this instance, over the coming weeks our Training Department will be working alongside our Front of House Team implementing further Customer Service training to avoid such instances occurring in the future. I would encourage you to contact us directly on your next journey to London so that we can make the arrangements for you.
Thank you once again for highlighting these issues and on behalf of the Think Team we hope we will have the opportunity to restore your confidence in Think Apartments.
Chief Executive, Think Apartments
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.