When the Usual Apartment Wasn’t Available, We Found Something Better

The Client

Our clients are a couple from the United States who have been booking their London stays through London Serviced Apartments for several years.

Like many returning visitors, they had developed a clear idea of what worked for them. They knew the part of London they enjoyed staying in and had particular practical requirements for their apartment.

Over successive visits, our team had also come to understand those preferences.

The Challenge

When the couple began planning another London visit, their usual accommodation in the Clerkenwell/Barbican area was not available.

For a returning guest, simply producing a list of available apartments is not necessarily enough.

Their requirements included the location and ease of travelling around London, reliable lift access, the type and size of the living space and particular apartment features. A walk-in shower was also especially appealing to them.

Clerkenwell remained their preferred area, with Canary Wharf/Wapping their second choice.

Rather than asking them to compromise unnecessarily, the LSA team investigated a range of alternatives.

Finding the Right Alternative

The search became a genuine consultation rather than simply an availability check.

Our team researched different properties, checked locations and transport, discussed apartment layouts and facilities and followed up on the couple’s questions.

Several possibilities were considered.

Eventually, we suggested a professionally managed serviced apartment in Canary Wharf — a very different London location from the area in which they had previously stayed.

Moving a returning client away from somewhere familiar requires a degree of trust. The couple needed to feel that the alternative had been suggested because it genuinely matched their requirements, rather than simply because it happened to be available.

They decided to try it.

It proved to be an excellent choice.

From an Alternative to a New Favourite

After arriving, the couple contacted us to say how pleased they were with the apartment and how smoothly their arrival had gone.

More importantly, the alternative was not simply successful for that particular trip.

That transformed what could have been a disappointing “your usual apartment isn’t available” conversation into the discovery of another London base that worked extremely well for them.

“LSA went to a lot of trouble to find us an alternative when the block where we normally stayed wasn't available: it was an excellent ‘find’ and this was our second year in the same location.”

Personal Service Doesn’t End When the Apartment Is Booked

Finding the apartment was only part of LSA’s involvement.

Across their stays, our team also helped with the practical details surrounding their reservations and arrivals, including payment arrangements, keys, check-in information and communication with the accommodation provider.

When issues arose during a later stay, LSA remained involved, liaising with the property management team and following matters through rather than simply directing the guests elsewhere once their booking had been completed.

This ongoing support was particularly appreciated by the clients.

“Throughout the entire process of booking, payment … sorting out keys and generally looking after us, LSA's service was exemplary.”

Knowing the Client Makes a Difference

One of the advantages of working with returning clients is that the conversation does not necessarily begin again from the beginning every year.

Our team already has an understanding of what has worked previously.

We can look at earlier stays, listen to what has changed and use that knowledge when considering new properties.

Sometimes that means helping a client return to somewhere they already know.

At other times, as this case demonstrates, it means having the confidence to recommend somewhere completely different.

The Result

What began as an availability problem ultimately resulted in:

• a carefully researched alternative rather than a generic replacement;
• accommodation selected around the clients’ particular practical requirements;
• a successful stay in a new part of London;
• the clients returning to the new location the following year;
• continued LSA assistance with booking, arrival and in-stay matters; and
• a relationship in which the clients know there is a team they can contact when planning their next London visit.

“Terms like ‘client focused’ and ‘client-centric’ are often bandied about, but this team really does put clients first.”

Sometimes the Best Alternative Becomes the New Favourite

When accommodation you previously enjoyed isn’t available, finding somewhere else shouldn’t mean starting from scratch. We can use what we learn about your previous stays — the location, apartment style, facilities and practical details that matter to you — to help identify alternatives that genuinely suit the way you want to stay in London.