My sister-in-law and I, both experienced international travelers, recently journeyed to London for Christmas and secured two flats through the platform, Plum Guide. The first flat worked out as promised with an excellent property manager. The second flat, provided to Plum Guide through Air Peace of Mind (APOM), was very problematic from the inception.After meeting the representative from APOM at the appointed time, on the afternoon of Christmas Eve, we were quickly left on our own. It soon became evident that the flat was not clean (there was a film on the kitchen table, dust and hair and small toys on the carpet and throughout each room, non-working lights, a crack in the toilet seat, and a malfunctioning television). We quickly texted Emily from APOM about the situation and received a curt reply to enjoy our “smart TV”. After many more texts and phone calls, a man from APOM arrived and tried for several hours to get the TV to function. He was unsuccessful. He also took photos on his phone of the condition of the flat and left.As the afternoon progressed, and Christmas Eve was upon us, we requested to be moved to another flat. This was not offered to us. I then told Matt, from APOM, that our plans for Christmas Eve afternoon were already ruined, and we could not risk staying in the flat for the evening and then into Christmas Day. Our activities for the evening were also in danger of having to be changed. I told Matt that we would need to leave and try to find a hotel. I explicitly asked him if we would be given a full refund. He agreed to this.For the next two weeks, I worked diligently with Plum Guide to secure the promised refund. This refund was even more vital, as by getting a hotel at the last minute, we incurred thousands of dollars of unplanned for expenses. APOM changed their position and stated that they had twenty-four hours to correct the situation and a full refund would not be forthcoming. APOM would not offer more than a 50% refund.It is important to note that all of this took place on Christmas Eve as the city was quickly closing down. We were left on our own to find alternative lodging. This entire experience negatively colored our London trip. Customer service is so important in the hospitality sector. APOM is woefully lacking in this department and seemed to go out of their way to be difficult. The very least that they could have done was to apologize profusely and process the full refund immediately. They did neither. Avoid at all costs.JM Kane
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