London holiday apartment

I booked this apartment 3 months prior to arrival. Full payment was taken at the time of booking. I believed I was getting a fully refurbished topfloor one bedroom apartment. The reality was very different. On checking in on Sunday we were given a studio room which was awful. Lumpy bed, filthy pillow inners, dirty bathroom (hair on the floor in the corners (yuk), small room and shabby. There also was NO tea, coffee or milk to start us off for our stay. Everywhere else we stayed, including hostel style accommodation had these. What would it cost to provide it? I immediately complained to the manager about the room and we were to be moved to another apartment the next day. I had to prove what my booking was too. I had to find my email letters and email them to the manager who was not in again until the Tuesday. NOT GOOD. The next apartment was better in that it was bigger, but it too was very shabby and in need of refurbishment. My husband later spoke to the manager and as we had not got what we booked and paid (a high price for) asked for a nights rental to be refunded. This was not actually confirmed until we checked out and I am still waiting for it. We had to be moved again on our last night and the final apartment was closer to what we expected. It at least had been refurbished. HOWEVER it was above the main entranceway and noisy. Take earplugs if you are sensitive to noise. It did not have a washer or drier. None of the apartments had a drier only one had a washer. After travelling for nearly 3 weeks that was an important consideration in choosing this property. The photos are misleading too. I do not believe that we had good service from management at all. It should not have been up to me to prove the booking. The manager should have sorted out the problem immediately with the owner or agent and we should have been offered the refund without requesting it. The only bright spot were two of the staff Shane and Victor. Shane was always polite and as helpful as possible and Victor the Porter was funny. They are real assets to this place. I wish I could give this a good review but I can't. It isn't luxurious for the price, it isn't clean (note to staff: Dusting should be done at least once a week the dust in all the rooms was unacceptable), it isn't what you expect from the photos. I could not recommend this place to anyone unless you are prepared to pay over the top prices to be 15 minutes walk from Oxford St.