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nick2024325
Adelaide, Australia

Average customer service but nice rooms.

4.0 of 5 bubblesReviewed 21 Apr 2024
Made us pay 50% even though we had a prepaid booking from a travel agent. Staff were not welcoming. No apology was given even after discovering that it was their error.
Date of stay: April 2024
Trip type: Travelled on business
2.0 of 5 bubblesValue
4.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
Review collected in partnership with this hotel
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Cheval Collection, General Manager at Cheval Three Quays, responded to this review
Responded 4 weeks ago
Dear nick2024325,

Thank you so much for taking a moment to provide your 4/5 feedback further stay at Cheval Three Quays.

Regarding the concerns you raised, I appreciate your insights regarding the Front Office experience, and I understand there has been a miscommunication regarding your booking at Cheval Three Quays. I sincerely apologise that the check in process wasn’t smooth for you. Please be assured that I have taken note of your concerns, and we are working diligently to ensure smoother and more efficient check-in processes in the future. I am pleased to see that you gave us a 4/5 overall score and the initial issues did not negatively impact the entirety of your stay.

Once again, I apologise for the disappointing experience and hope to welcome you back on a future visit to Cheval Three Quays.

Best wishes,

Kate Fletcher
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 20 April 2024

Still awaiting a reply from the management about my missing brand new Stone Islands jacket. Other than this issue, the hotel should be exceptional. I left a suitcase with the hotel 5 days prior to my check-in date. Just found out a brand new jacket has been missing from this suitcase that I packed and locked to take back home.

Date of stay: April 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Athimet C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Cheval Collection, General Manager at Cheval Three Quays, responded to this reviewResponded 5 weeks ago

Dear Athimet C,

Thank you so much for your review as well as your feedback on our internal survey. I am sorry to read you did not enjoy your stay and took very seriously your concerns about the missing jacket, which was the subject of an internal investigation on our side, hence the delay in response.

However, I have been informed you have since sent an email that you have found the jacket within your luggage after all, which I am sure was a great relief all round.

In cases of early check ins, we do usually deliver the bags to the apartment beforehand, and I apologise that there seemed to be some sort of miscommunication within the team whereby it was not made clear the luggage had been delivered to your apartment already. As for showing you another luggage, this is regrettable as the care of our guests' luggage is paramount and I believe the colleague showing you did this as a last resort believing your luggage had been mistakenly tagged. As already discussed in our response to the online survey, the colleague has since been re-trained.

I hope we may have the opportunity to welcome you back again soon to Cheval Three Quays for more smoother experience.

Warm regards,

Kate Fletcher
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 April 2024 via mobile

Great apartments for London. The rooms were big, spacious, lots of daylight, kitchen available,dishwasher and washing machine. Lots of food shops nearby for any food requirements. Metrois about 10 mins away. Really enjoyed the stay do much.

Date of stay: November 2023
Trip type: Travelled on business
Thank anaantill88
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Cheval Collection, General Manager at Cheval Three Quays, responded to this reviewResponded 13 April 2024

Dear anaantill88,

Thank you for sparing a moment to review your stay at Cheval Three Quays. It is a pleasure to read how much you enjoyed the apartments, amenities and location and I hope to welcome you back on another stay in the not too distant future.

Kind regards,

Kate Fletcher
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 April 2024 via mobile

We stayed in mar, 26, to mar, 29 this year with family of four wife, two kids (11,and 15) delux 2 beds. This property is the excellent for family travel.
As we arrived 1:00 pm, earlier than check in time, until we left, everything flawless smooth going. No complain at all.

Top: View, cleaness, employee, spacious, price, well equipped kitchenette and laundry machine.

Bottom: peaceful and quite night and 7min walking to grocery.
If you travel with kids, this is it. If you want to spend peaceful, and relaxed night, this is it.

Date of stay: March 2024
Trip type: Travelled with family
Thank Johnny n
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Cheval Collection, General Manager at Cheval Three Quays, responded to this reviewResponded 13 April 2024

Dear Johnny n,

Thank you for your wonderful review of Cheval Three Quays. I am happy to read you had a lovely stay and that the property met the desired requirements for you and your family.

I hope to welcome you back soon on a future stay!

Kind regards,

Kate Fletcher
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 April 2024 via mobile

Excellent all around for service, location and amenities. We stayed for 8 nights recently for our first time visit to London. Total of 4 adults and had two rooms. The suite had two bedrooms plus two bathrooms. Very modern bathrooms one with a bathtub. Full kitchen with refrigerator, stove and microwave. Daily cleaned for our super comfort. Staff in the front desk were courteous, helpful and just delightful. We are adventurous so walking miles and using public transport was not a big deal. The location is next to the Tower of London so you will need to use the train or willing to use your legs to see other sites.

Date of stay: April 2024
Trip type: Travelled with family
Thank Raquelina10
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Cheval Collection, General Manager at Cheval Three Quays, responded to this reviewResponded 9 April 2024


Dear Raquelina10,

Thank you so much for sharing your feedback further 8-night stay at Cheval Three Quays. I am thrilled to read that you had a wonderful stay with us, and I hope to welcome you back to Cheval Three Quays in the near future.

Best wishes,

Kate Fletcher
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 March 2024

We thought this hotel was wonderful. We stayed in a two bedroom two bath unit and it was so spacious. We appreciated the in-unit washer and dryer. Front desk staff was very helpful. Great location right next to Tower of London. Easy to use the underground, catch a bus, or get a taxi.

Date of stay: March 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank ilianb670
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Cheval Collection, General Manager at Cheval Three Quays, responded to this reviewResponded 31 March 2024

Dear ilianb670,

Thank you for taking a moment of your valuable time to leave your fantastic review of Cheval Three Quays. I was so happy to read you had an enjoyable stay and were able to enjoy our fantastic location and make use of the amenities. It was also great to hear you were well looked after by the team.

Wishing you a wonderful Easter and I look forward to your next stay.

Kind regards,

Kate Fletcher
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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