I booked an apartment with Londwell through the booking.com website in January 2025. The money was deducted from my credit card immediately with my stay being booked for October 2025. The day before my stay I messaged Londwell regarding the address and key info which had not yet been provided and got no reply. I called them and the number was disconnected. I then messaged booking.com and was advised they would contact Londwell. When I heard nothing further, I rang booking.com and they basically gave me the run around. I made numerous calls and sent a number of emails and messages to booking.com to try and sort something out. The staff were evasive and when I pressed them about a refund if the accommodation was not provided they were even more evasive with 2 staff members at the London Help Centre actually hanging up on me. To cut a long story short, Londwell seem to have gone bust or be a scam and the accommodation was never provided. Booking.com are great when everything is good but when there is a problem they go silent. It would appear from the other reviews in this chain that booking.com were aware of the issue as early as August 2025 and have removed Londwell from their website but they did not advise other booking.com customers like myself who had future bookings with Londwell that there may be an issue. At all times in my discussions with booking.com they simply stated that they would try and contact Londwell despite it seeming that they knew that that was not possible. To add insult to the whole process I was asked by booking.com to review the accommodation even though they knew it was never provided.I was very fortunate to be able to book 3 nights accommodation for a Thursday, Friday and Saturday night directly with the Mercure London Paddington at very short notice and I had a lovely stay there. Well done to the Mercure. I would certainly stay there again.When I returned to Australia I contacted my bank and they have been able to secure a permanent credit back to my credit card account. If you have been caught up in the Londwell issue, having paid by credit card, with accommodation not provided and it is within a certain amount of time from when the accommodation was to be provided, you may be able to lodge a transaction dispute and get your money back. Your bank will have guidelines about credit card transaction disputes and timelines for lodging a dispute. If you can, have a go and you may be successful. Good luck.As for booking.com, they well and truly get thumbs down.
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