Staycity Aparthotels Birmingham Jewellery Quarter

"I rarely write negative reviews, but this experience warrants full transparency for future guests. My wife and I arrived at Staycity Aparthotels Birmingham City Centre at 14:55, five minutes before the 15:00 check-in time. We were allocated Room 108. The issues began immediately. The door handle was loose and hanging — clearly a maintenance defect — and both key cards issued to us did not work. I returned to reception immediately to report this, primarily to ensure there could be no suggestion later that we had caused the damage. The keys were replaced and the handle issue acknowledged. Unfortunately, once inside the apartment, it became clear that the maintenance problem was only the beginning. The room felt poorly cleaned and neglected. There were visible marks and stains on floors and surfaces. The décor was dated, worn and inconsistent with the modern promotional images shown on both Agoda and the property’s own website. More concerning was the bed configuration. The One-Bedroom Apartment for 4 Adults is marketed with a double bed plus sofa beds. Room 108 contained two single beds instead. This was not a preference issue — it was a room-type mismatch. We returned to reception and were moved to Room 222. The interaction at this stage was uncomfortable. The handling of our concerns lacked warmth, empathy and solution-focused service. The atmosphere felt defensive rather than guest-oriented. Room 222 did contain a double bed. However, the overall condition was equally disappointing. The furnishings were visibly worn. The sofa beds appeared outdated. Kitchen utensils and crockery were disorganised in cupboards, suggesting rushed servicing. The room did not feel fresh or properly maintained. At this point, we felt genuinely uncomfortable staying. The apartments we were shown did not resemble the modern, well-presented images used to promote the property. When we informed reception that we wished to leave, we were told the rooms are “very similar” and were offered a paid upgrade. After already viewing two unsatisfactory rooms, paying more in order to reach an acceptable standard did not feel like appropriate service recovery. We vacated the property immediately and secured alternative accommodation that evening at additional cost. Following our stay, management publicly stated that the room photos “accurately reflect the rooms.” Based on our direct experience of two different apartments, we strongly disagree. For context, I have worked in senior leadership roles within global hospitality groups including Marriott, Hilton, Mandarin Oriental, Claridge’s, The Dorchester and luxury island operations. I am very familiar with industry standards, service recovery principles and room presentation expectations. This was not a matter of minor preference. It was a matter of condition, representation and service response. To date, the property has refused to issue a refund, maintaining that the rooms are not misleading. Ratings: Rooms: 1/5 – Maintenance defect, cleanliness concerns, dated furnishings, mismatch with advertised configuration. Service: 1/5 – Lack of empathy and appropriate service recovery once concerns were raised. Location: 3/5 – Fairly central, but location cannot compensate for room standards. Cleanliness: 1/5 Value: 1/5 Sleep Quality: 2/5 (quiet area, but overall environment felt uncomfortable) We did not leave due to preference. We left because we did not feel comfortable staying. Prospective guests should review recent traveller photos carefully before booking."

"Wonderful stay at staycity apartment hotel. Great location for Christmas Markets and utility area, where we enjoyed two events during our stay. The staff at the hotel very attentive and helpful. Welcome drink of mulled wine. Will be staying here again"

"Stayed in the Stay City Apartments for 2 nights while visiting the Christmas markets, Please see below comments, Positives Location of the apartments is good , close to city center attractions Check in was quick and friendly Celia on reception Saturday the 29th was very friendly and helpful re directions etc she is very good at her job. The cleanliness both in the common areas and the apartment space is very good. The hotel is also child friendly - in the reception area there are toys for children to play with should parents wish to avail of the bar service. The apartment was clean and stocked with toiletries and tea/coffee facilities- iron board etc - fully fitted kitchen with appliances - cutlery-cups - glasses. Negatives Apartment was small - as mentioned more suitable for 2 rather than 4 as stated. When we arrived - the room was cold , apartment did not heat well over the two days. Bathroom was very small - flush on the toilet is very poor. The bathroom door was sticking badly [ room 519] 1 guest got stuck in the bathroom. The double bed in the main area only has 1 bedside locker as oppose to 2 - Shower door did not close fully. Overall it was a pleasant stay- maybe maintenance could look at the above mentioned negatives and repair."