High Street Kensington Apartments

Terrible customer service. I am an independent travel agent and made a booking for clients to this place who were travelling from Leeds and Portsmouth respectively. On the day of travel they decide they are cancelling the reservation because of apparent “fraudulent behaviour” because the booking had gone through myself the travel agent and the client was the one suppose to be paying. I called up and spoke to a lady who was absolutely cold as ice and did not give a single care about what I had to say. I offered to present my ID to prove I am a travel agent and even come to check the guests in myself and show them ID to prove I am who I am but they did not care about anything and my clients were left with no were to stay after having booked a place here and had to find somewhere else last minute that was booked with no issue. Personally customer service needs to change, their contact number on Google is a mobile number for a random lady who mentioned she keeps getting calls because they haven’t removed her number from the system. Really disappointed and personally wouldn’t ever recommend anyone especially after seeing other reviews on the page. Would give 0 starts if it was possible

TLDR; As our booking was for the weekend prior to The Queen's funeral, we suspect they rented the property to others willing to pay a higher price and then left it so late to tell us that we couldn't do much about it, since they left it to the day before and contacted us out of their opening hours. We had booked the property months in advance for our 2 night stay. I received a message at ~5:20pm on Thursday indicating that our booking for the Fri - Sun could not be completed due to a "leak" in the apartment and the subsequent water damage wouldn't be fixed in time for our stay - bare in mind, I had messaged them 3 days prior to confirm baggage drop, to which they never responded. I only seen the message at ~6:30pm the same day - the message included an offer of one of their other properties, but it was less than a third the price of the property we paid for, much further out of Central London than we wanted to be and was unsuitable for us, due to the bed composition (we needed at least 3; for 1 couple and 2 friends, the property they offered only had 2 double beds). When I said this wouldn't be suitable, the person I was chatting with said they would check what else they had and get back to me. They never did. I waited an hour and a half until I finally tried contacting them by phone, but I then learned that their offices were closed from 5pm and wouldn't reopen until 9am. We were due to fly out at 6am the next day. I eventually contacted *********** for a relocation, which was another ordeal but we got sorted in the end with somewhere else that wasn't by CAPTIAL. Something to note is that, the weekend we booked was the weekend prior to The Queen's funeral (we booked long before The Queen had passed or was reported to be ill), so we suspect there was no leak or water damage at all, and that they just put the apartment up again at a higher price and someone was willing to pay it, so we got turffed out. Either way, it was ridiculous. I won't ever be booking a property with Capital Residencies again and I'll also be thinking twice about booking any accommodation that doesn't have a 24 hour reception or support service.