lockeliving.comReviews of lockeliving.com

I stayed at Bermonds Locke for one night on 22 November 2025 (approx £200). The concept and branding are great, but the basics of the stay and the way my complaint was handled were poor enough that I would not return. Room condition (Room G-0003): Cold room: The heating was up but the room stayed cold. I eventually discovered an outside door was ajar, hidden behind the drawn curtains, letting cold air in. Lighting issues: The left bedside light flickered, then I found the right bedside light did not work at all. Persistent mould smell: The most serious issue was a permanent, pervasive smell of mould coming from the bathroom (possibly ceiling/vent). Running the shower did not resolve it, and the smell travelled into the room. These are not “minor niggles” when you are paying premium pricing for a short business stay. Comfort and basic maintenance are the minimum. Reception interaction at check-out: When I raised the above calmly at reception, I expected at least a professional acknowledgement and an offer to verify the issues. Instead, I was handed a sticky note with an email address and told to write an email repeating what I had just explained. When I expressed surprise and asked what would be done to address the problems, the interaction turned hostile and intimidating, including being told I would not be “dictating” how they handle it. Most bizarrely, after I sat at a communal lobby table (an area used by guests and non-guests), the same staff member approached me and told me I was no longer welcome to sit there. Complaint handling (or lack of it): I submitted a formal complaint on 23 November 2025. I then received no substantive response. The only message I received was an acknowledgement on 2 December 2025 apologising for the delay and saying it had been escalated internally, followed by silence. I chased again on 9 December and 18 December 2025, still with no proper reply. So the takeaway is not just “things went wrong” (that can happen anywhere). It is that when things went wrong, the front-line handling was unprofessional, and management then defaulted to non-response even after repeated follow-ups. If you want a reliable, comfortable stay with accountable customer service, I cannot recommend this property based on my experience.

Located just across the road from the Village the lady on reception appeared oblivious when I arrived at the desk still dressed from my recent photoshoot just 1.5 miles up the road – Chosen for the very convenient location, It was clear that my booking had been made as a Male but here I was standing in front of her in a blonde wig & a long blue evening dress as Patricia, this fact professionally overlooked as she completed my check-in. As it was just the one-night stay, I had selected one of the Basement apartments which was more than adequate for my needs, despite its initial dark dingy appearance with high up windows more at ground/ceiling level providing some natural light rather than a view! I was glad that I had already had my make-up done earlier as the lighting would certainly not have made that an easy task. The large more than double bed was very comfy, and the room also had a settee / table & chair as well as a kitchenette area complete with a large fridge kettle and tea/coffee facilities. A large walk-in monsoon shower would come in handy upon my return from an interesting evening out in the local pubs and clubs conveniently situated outside. Just a shame that Manchester’s emergency services love the sound of their sirens far too so as the deny any hope of a restful night's sleep!!

Always a nice stay at Locke Berlin. Spacious apartments with great views. Has everything I need for long stays. Very clean and comfortable.

Their reception and cleaning staff went into my room, opened my safebox, handled my passport, clothes and personal belongings and threw away some of them. They did that because they thought my booking was for 1 night only and I had checked out, but I didn't check out as I still had my room key with me. They also told me that they are "entitled to do that" and that they "followed protocol". I find it outrageous that this hotel's guest protocol allows for mismanagement of customer property and breach of privacy.

Can’t book on my iPad. Needed to change dates but can’t find out how to do that. Checked availability and price has more than doubled. Dublin very high prices but nowhere else has doubled. Then couldn’t find out how to cancel booking. No number listed for the hotel and can’t find the reservation number on the website!

After a positive experience booking on booking.com and staying in 2024 I booked again a few night in 2025 but this time directly on the Locke website. Still we have decided to cancel. Unfortunately all links to manage my booking are broken and their Life chat is not working the 2nd day. There is no single phone or email anywhere on the website or online. I contacted them on Instagram and they told me that they don't reply to bookings there. I am regretting not booking on booking.com and really worry to lose 400 EUR.

Disappointing Experience & Terrible Customer Service I’ve been a loyal guest at Locke Living Hotel in London, staying every two weeks for nearly a year. Unfortunately, my recent experience was extremely disappointing. On my first night, the kitchen had no power, none of the plug sockets worked, and the air-conditioning wouldn’t go below 24°C because the wall-mounted heating control was broken. It took two days before I was moved to another room, only to find that the microwave oven didn’t work. To make matters worse, I had a family bereavement and needed to move my upcoming stay back by a few days. Despite being a regular guest, the hotel refused to accommodate the change, even for a cheaper room, and shockingly asked me to provide a death certificate just to adjust my booking. This level of customer service is completely unacceptable, especially for a returning guest. I expected better treatment and basic working amenities. Sadly, this experience has made me reconsider staying here in the future

We stayed for 18 days at the property in Leman St in London. I think it was their first. The basic design of the place is great, although after 5 years it was a little tired in places and this showed up during our stay as socket fuses would blow, the kettle and toaster didn't work and weren't replaced and most alarming was the leaking ceiling caused by an air conditioning overflow. The staff were polite, but none of the issues we had really got sorted out during our stay. Housekeeping seemed an issue too. you get a weekly visit supposedly, but the first was missed and they couldn't rearrange, so we didn't get anything for another week, as housekeeping we're fully booked in the interim, so I was told anyway. Thanks! Nevertheless, we enjoyed our stay, the hotel and the room's basic good design initially meant the whole place felt fit for purpose, despite the problems we had. Would I go back? Probably not, because it's a competitive area now and Locke properties seem to position themselves towards the top end. In the end I didn't have a top end experience and probably worst of all, no one really seemed to give a damn. As the property gets older, I feel things are likely to deteriorate further. So three stars, that's probably a little generous bearing in mind customers should expect better for the money than we got, but we liked the concept and design.