Heritage apartments in the city centre

Although this flat is very centrally located in Copenhagen, it was a huge disappointment. The flat was not well maintained. Upon entering we found garbage left under the sink, no toilet paper in the single bathroom and every shade and curtain in the flat was broken or minimally functional. The bathroom door had no lock and an improvised hole in the door served as the latch mechanism. Also, the “third bedroom” is not a bedroom, but rather a bed placed in the main sitting room. The flat is also on the ground floor and above a coffee shop, which proved to be noisy in the afternoon. Concerns voiced to the Heritage Group management were basically ignored. We would not go back.

This is one of the worst experiences we’ve had with Hotels.com and their properties. Do not book this if you expect cleaniness and service! We arrived late in the evening due to late flight into Copenhagen and the apt was dark with very low lighting. Some of the lights were not even plugged in or outlets not working. The whole place was dusty and floor felt like there is a layer of dirt and grime. After settling in, we found the bathroom was little more than a cubby hole next to the kitchen. There is ONLY one small bathroom in the whole place. Which means for us, party of six ppl, we had to rotate shifts going to the restroom or even showering. Furthermore, there are NO MIRRORS anywhere except in the bathroom and a small countertop mirror on the kitchen counter. Due to the presence of dust and etc, several of us had issues sleeping and breathing in the night...that’s how bad it was. I decided to complain to the host but because of their policy they did not respond until 10am in the morning. In the meantime, I called Hotels.com to complain and all they could do was issue a $100 credit for my troubles. They said the booking was non-refundable as dictated by the host. Basically, if you book any apartments from Hotel.com don’t expect the same type of service as AirBnb where they will try to mediate host/guest complaints. Hotels.com will only keep repeating their scripted line that they are not responsible and the host has all the say. Basically, DO NOT BOOK THIS!!