Untrustworthy In January 2023 my partner booked a two bedroom apartment at the SACO Cardiff for two nights for the 26th and 27th of May 2023 at a cost of £465. This was overnight accommodation for our wedding celebrations held nearby. A point the establishment were aware of. On the 05/05/2023 (three weeks before the wedding) my partner received a standard email via booking.com advising us our accommodation had been cancelled as SACO Cardiff had double booked.No further explanation was offered. I made contact with SACO Cardiff on the 06/05/2023 for further information and was advised the booking had been cancelled by head office, as they had another guest who wanted the accommodation for a long term booking. I was astounded that a supposedly reputable company such as SACO behaves in such a way. Especially when other guests of the wedding were still booked at the accommodation and hadn’t had their reservation cancelled. The only conclusion I can draw from this experience is for guests to be aware when making a reservation , that it isn’t guaranteed. There is no level of trust with this company, who will clearly cancel your stay at short notice, if another person wants to stay longer or offer more money for your apartment.

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.

THE WORST ACCOMODATION THAT I HAVE STAYED IN IN MY 52 YEARS I visited the South West for a long weekend and stayed in Bristol in a beautiful apartment in Clifton Village. On the last day, Sunday which was Mothering Sunday I checked into SACO Bath to see my son. I was given room 7 which annexed the hotel. From check in to check out the noise was unbearable. I was unsure what the noise was it sounded like a lift crashing so called the Night Duty Security three time, on the last call he admitted that the noise was coming from the traffic on the road. I looked outside of the window in the morning and was in shock. The windows were filthy and had bars attached. This room was like a prison cell. Behind the window was a tunnel which was just below the road. Everytime a car/van/lorry drove over this spot it would make this almighty noise each time. This continued from check in to check out. Adjoining the said room 7 is a parking area, by 6.30am this was filled with lorries doing their Monday morning deliveries, the first one was a Superdrug delivery. SACO are fully aware that this room is inhabitable yet due to greed try to get away with it as not everyone will complain. I did complaint and was given an instant refund, my view they know of the issues with this room. My suggestion to them was to make this room a store room and do not inconvenience customers. I had to take a nap in the service station on my 4 hour trip back to London, I was shattered having not slept that night. I wouldnt use their apartments again. ive stayed at two different companies and experienced nothing of this nature.

Really saved the day! We were having a nightmare of a day when our apartment got cancelled last minute. A friend recommended SACO and we managed to get a booking at the Holborn branch. The staff couldn’t have been more accommodating. Nathan, Andreea, Kamila and Theron really made sure everything was perfect with our stay. The apartment was beautiful. The price very affordable and the service was excellent. Nathan even kindly upgraded us for free which just topped off our day. Will definitely be staying again. 10/10

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.