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SACO apartments is an online company. Based on 26 reviews on TrustPlane, it has an average rating of 2.5 out of 5 stars. Last reviewed June 19, 2025.
Got an email cancelling my booking with no explanation whatsoever. Tried their 'live' chat to clear things up but it was not a live chat, just some pre written garbage that did not answer any questions. Very poor customer service. Yet to receive my refund, but they did say up to 10 days. Will leave another poor review if I do not receive it in that time
I received a cancellation email with no prior warning or explanation. When I called to find out what happened, I was told the building is closing — something that could have easily been communicated in advance.When I asked about a refund (as I had paid in full), I was dismissed and told to take it up with Booking.com. I mentioned that I would be complaining and the phone was put down on me.Poor communication, unhelpful staff.
Made a booking with this company and then they wouldn’t respond to my numerous emails. After many days of no contact I attempted contacting using their online agents to discuss issues with the booking where they repeatedly disconnected online communication. Absolutely would NOT recommend using this place for accommodation.
Clean, well placed apartment in Bristol. Easy to check in. Comfortable bed and bedding. Unfortunately there was an overwhelming smell of drains in the bathroom which permeated the whole apartment. This was there from the moment we checked in, so it must have been noticeable for a while, but it was only when we phoned to report it that action was taken. However a plumber was sent round immediately and the issue was fixed. I would also add: no kitchen J cloths/ sponge or even kitchen towel. No cafetière for morning coffee (there were two coffee bags, but we had brought ground coffee for the rest of our stay and had to improvise!). No shelf at all in the bathroom, so all toiletries had to be put on the floor. Small improvements would make a big difference! Thanks
I booked a SACO apartment in Cardiff through Expedia in mid-November 2023 for a stay on 7-11 March 2024. On 15 February, 2024, I received a message that the booking had been cancelled due to "overbooking." This prompted me to ask how was I able to book it in November but four months later it's "overbooked." I logged into the SACO AI concierge, or maybe it shifted to a human concierge at some point. Who can tell?The SACO rep told me it was an overbooking issue. Then it was a "maintenance" issue. Which is it, I asked? Overbooking due to maintenance, I was told. So they know in mid-February that the property won't be repaired by early-March? And/or they've overbooked. I learned my lesson: don't count on SACO for lodgings or a straight answer.
Hello, we have been chasing payment from you for over 4 months for outstanding commission payments and your accounts payable manager still refuses to pay us. It's a nice feeling to know that this business relationship is valued so highly and you appreciate the business we have been feeding your way.Your account has been handed over to a collection agency
In January 2023 my partner booked a two bedroom apartment at the SACO Cardiff for two nights for the 26th and 27th of May 2023 at a cost of £465. This was overnight accommodation for our wedding celebrations held nearby. A point the establishment were aware of.On the 05/05/2023 (three weeks before the wedding) my partner received a standard email via booking.com advising us our accommodation had been cancelled as SACO Cardiff had double booked.No further explanation was offered.I made contact with SACO Cardiff on the 06/05/2023 for further information and was advised the booking had been cancelled by head office, as they had another guest who wanted the accommodation for a long term booking. I was astounded that a supposedly reputable company such as SACO behaves in such a way. Especially when other guests of the wedding were still booked at the accommodation and hadn’t had their reservation cancelled.The only conclusion I can draw from this experience is for guests to be aware when making a reservation , that it isn’t guaranteed. There is no level of trust with this company, who will clearly cancel your stay at short notice, if another person wants to stay longer or offer more money for your apartment.
Stayed overnight booked the secure parking which was amazing s no long walk to my car greeted at reception person on reception could not have been more helpful the apartment stayed in was lovely very spacious modern it was perfect for what we wanted it could of housed 4 people but only 2 of us lovely nice hot shower near to town and attractions will be staying again soon
I stayed at the property for a work event on the sunday and self checked in Saturday evening... Property manager was rude and aggressive telling me he works door security and demanded to see how many guest where staying in my room, he came within a foot of me and when I went to show George to prove there was only 2 people staying, he pulled a key out of his pocket and unlocked my door, walked ahead of me and started taking pictures of my room. He also entered a room of girls uninvited and started shouting at them about "no party's" Booking.com tried to contact the property and no-one was available.I spent over 2 hours on the phone trying to relocate because the young girls felt unsafe. I will NEVER use these apartments againThere main priority is intimidation and not the guests comfortBooking.coms failure to put our safety first lead me to pay another £500 in an alternative hotel who offered us priority check in to make sure we could get out of crane court as quickly as possible.Absolutely appalling
I booked a week at SACO Broad Quay in Bristol for our wedding anniversary, flying in from abroad where we live. Two weeks prior to our flight I received an email saying the apartments were closing permanently due to structural issues. I was offered no alternative accommodation or a refund and spent all weekend (Bank holiday for the Queens funeral) on the phone trying to get a refund from Hotels.com and SACO. I eventually received a full refund but then had to find alternative accommodation which with less than 2 weeks notice was not only stressful but more expensive. This trip was booked as our friends are coming to see us in Greece for a week and we are flying back with them and they are dropping us off in Bristol on their way back home. It also happens to be our anniversary that weekend so the whole experience was stressing me out as it ties up with other people not just us. SACO should have a process of contacting people to cancel and offering alternative accommodation or a refund. It’s not rocket science it’s simple admin.
As a Landlord, owner of one of the properties that Saco let in Canary Wharf, I strongly recommend them. They always pay on time and look after your property wonderfully. Best tenant you can hope for.
The staff on front desk were warm and welcoming, but really surpassed all expectations in the most surprising of ways. When out for lunch we spotted Nathan from the front desk. We were told he’d picked up the tab and settled our bill! I’d expected a soulless city hotel experience, but we felt like family. The kids and I were over the moon and will never forget such a kind gesture.In terms of the hotel experience, we couldn’t fault it. Everything you could imagine you’d need, you’ll find in your apartment. I want to book in the next stay immediately.
Tried to book an apartment through the webpage sacoapartments.com. The experience was ridiculously bad. The rate published (after entering the actual dates) did not match at all with the actual offer - it was almost double the published price.STAY AWAY.
As much as I liked staying at SACO Canary Wharf I have been left disappointed at the lack of professionalism when it has come to receiving my £200 ‘preauthorisation payment’ they requested when I was checking into the apartment at reception. It has been 1 month since my stay and since I made this payment and I am still battling to receive my £200 back. The staff have been somewhat unhelpful to the point I have been shouted at being told their is nothing they can do. I was also advised to speak to my bank who say this payment has not been refunded by SACO. I advise anyone staying here to be careful with this ‘preauthorisation payment’ which seems like daylight robbery.
We were having a nightmare of a day when our apartment got cancelled last minute. A friend recommended SACO and we managed to get a booking at the Holborn branch. The staff couldn’t have been more accommodating. Nathan, Andreea, Kamila and Theron really made sure everything was perfect with our stay. The apartment was beautiful. The price very affordable and the service was excellent. Nathan even kindly upgraded us for free which just topped off our day. Will definitely be staying again. 10/10
Gorgeous apartments but HORRIBLE customer service. Firstly they demanded a £400 deposit which wasn’t evidenced anywhere on the booking confirmation, booking page or website. Then said that i would be refunded between 5-7 working days. Its been 3 weeks and i’ve still not been refunded. Their customer service team isn’t the best. They take super long to reply to emails and just stop replying 2 emails in. Then they lied to us on the phone saying monzo will take a little longer to refund (makes No sense because i’ve never had an issue with monzo refunds taking any longer than 3 days). I then sent them another email which they then said my bank is the issue. When in reality it’s them holding the funds!! Now i’ve been on a live chat with them and they’re claiming that the funds were never taken??? This is extremely stressful and ridiculous to go through during a pandemic.
Just stayed at Saco apartments Covent Gardens. Great location - fantastic 3 bedroom, 3 bathroom apartment, very modern, clean and spacious. I Would highly recommend a stay and will definitely come back. Roland the manger was very efficient and couldn’t do enough to make our stay enjoyable.
Booked via Booking.com. Impossible to cancel again via this site despite saying free cancellation. Tried cancelling via Saco, also not possible. Saco staff told me to call Agoda (apparently booking.com went through them). Also impossible to get through to a human being on the phone. Absolute waste of time going round in circles.If you need to cancel a booking here it will be impossible and an absolute nightmare. Save yourself the stress and book elsewhere.
With the ongoing coronavirus epidemic I tried to cancel my booking with Saco Aparthotel Farnborough even though I was aware that had a non-refundable stay booked.Thinking they would be sympathetic about my situation, 12 week isolation, no job, no money coming in, all that I received was a curt message from an online advisor saying they had to stick to the no refund policy.Disgusting when I have seen small hotels waiving the no refund policy and giving full refund. Not good enough from a 'supposedly' award winning business.Shame on you.
I booked a room, which was a non-refundable purchase. Fair. But upon booking, the hotel requested a security deposit of £500 which was not mentioned anywhere before the booking. Then you wouldn't believe it, when I arrived to check-in to pay for my security deposit, their card machine was showing error 6 times, nothing showed up on my bank's side, I even contacted my bank and there was no pertaining issues with my card. The hotel's receptionists were being so unhelpful and had a stink attitude and would not accept any other ways of payment for the security deposit. So in the end I lost my booking and they won't issue me a refund.They won't even try compensate me for the loss when the issue was entirely out of my hands. Fraudulent service that I would not recommend to anyone
According to TrustPlane, SACO apartments has a 2.5/5 rating based on 26 verified reviews as of April 2026. Source: trustplane.app/company/sacoapartments-com
