Cove Landmark Pinnacle

United Kingdom , London
London, 15 Westferry Rd
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100 reviews shown

10/10

Exceptional

11 Mar 2026

Mohamed

I enjoyed my weekend staying at this beautiful hotel, and highly recommend it

Self

6/10

Pleasant

10 Mar 2026

Saif

Stayed here on 6th March for my partner’s birthday and unfortunately it was a very disappointing experience.

When we first entered our apartment we were hit with a very strong drain/sewage smell that filled the entire room. Staff came to check and agreed the smell was very unpleasant, but we were initially told nothing could be done as maintenance had left and the building was fully booked.

Because of this we actually booked another apartment elsewhere so the evening wasn’t ruined. As we were leaving, reception suddenly said another room was available, which was frustrating after already being told there was nothing they could do.

The second room didn’t smell, but the bedding had visible stains and the towels were marked with what looked like makeup. On top of that, we had to call concierge several times during the night because of loud music from a neighbouring apartment which completely disrupted our sleep.

The staff were polite, but between the foul smell, cleanliness issues and noise, the stay really didn’t live up to expectations — especially as it was meant to be a special birthday trip.

Partner

10/10

Exceptional

09 Mar 2026

Glenn

Great location and really big clean rooms.

Small Kitchen and fridge but enough for our 2 night stay

Partner

6/10

Pleasant

07 Mar 2026

Indrakumaran

good location and kitchen useful
will use again

Self

10/10

Exceptional

17 Feb 2026

Abdulhameed

Beautiful

6/10

Pleasant

17 Feb 2026

Christina

The room was in ok condition, there were marks on the wall etc. which didn’t bother me. The bed was comfortable and the location was great. However I was concerned for my safety considering I was on the 10th floor and the window for the internal balcony was taped open, I couldn’t close it at all. Whenever I opened the door that lead to the balcony you could hear the tape crackling which made me nervous so I stopped using it, bear in mind this is the reason I reserved this room in particular. There was also a constant humming noise from whatever was inside of the double doors as you entered the apartment. I’ve stayed in many serviced apartments/apartment hotels and haven’t experienced this before. There was also constant little noises that were made by the air conditioning etc. which made it hard for me to relax

Friends_and_family Friends

10/10

Exceptional

01 Feb 2026

Andrew

Great stay

10/10

Exceptional

30 Jan 2026

Glenn

Friendly staff,apartment was spotless and had a great view of the Thames and London skyline

Partner

10/10

Exceptional

27 Jan 2026

Alan

It’s cozy, convenient, well-managed, well-maintained. It has a friendly top-notch staff. I’ve stayed there five times in the last two years, three in the last six months and I wouldn’t stay anywhere else. Oh, and the coffee shop is open seven days a week from 7 to 5 and makes the best capuccino around.

Leisure Self

6/10

Pleasant

25 Jan 2026

Liana

room was was under construction

10/10

Exceptional

22 Jan 2026

Diala

very convenient clean and safe area. team are very friendly and supportive close by metro

Friends_and_family Family

6/10

Pleasant

19 Jan 2026

Leo

Not as great as usual

Leisure Partner

10/10

Exceptional

19 Jan 2026

Zijing

The property is well located with easy access to all facilities in Canary Wharf. It is about 10mins walk from Canary Wharf Jubilee line station. The room is spacious. The room has good facilities. It’s a place good for long stays, or just a couple of days.

Leisure

10/10

Exceptional

10 Jan 2026

Edward

Amazing stay, clean room, good ammenities, great facilites and the staff elevated the experience even better, friendly and welcoming. 100% recommended

Partner

10/10

Exceptional

10 Jan 2026

ruo yi

staff were extra friendly

10/10

Exceptional

09 Jan 2026

Joe

Great location. Friendly staff. Rooms are nice.

8/10

Excellent

03 Jan 2026

Robert

Overall, a great place to stay in a great/safe area and 2m/0.3mile from Canary Wharf Tube. The room was soundproofed with 'effective' blackout curtains. Every amenity from rain shower to washer/dryer was included. Except, strangely enough, no microwave! And, a grab-bar in the shower would decrease your liability. My issue was your housekeeping. I have short white hair. Many long black hairs were 'obvious' on the bathroom floor. There were there when I arrived and departed! The cleaning was awful. Nothing was replenished from plastic bags to soap (broken dispenser) to even wiping the kitchen counter. I was told I needed to be out on cleaning day: Friday. I went out all day (in the cold). I returned after dark to find, nothing had been cleaned. At 08.30, next am, housekeeping turned up...as if I was to accommodate them. Terrible attitude. No apology. Nothing! My first night, there was a serious noise problem. The same rooms where the Police appeared later 615-618. That jet-lag interruption was unacceptable, forcing me to complain. I shouldn't have had to complain about selfish 'guests' who need to be fined for disorder! All in all, a great experience, except you housekeeping. I would stay there again. Hopefully, someone will paint the marred walls and straighten your lax housekeeping. Your maintenance guy was so patient and kind to this old and disabled man.

Leisure Self

10/10

Exceptional

03 Jan 2026

Damian

Great place to stay. Make use of the passes to the higher floor lounges for amazing views. Plenty of space but not the most comfortable sofa bed.

8/10

Excellent

01 Jan 2026

Mohammed maladho

Yes

6/10

Pleasant

01 Jan 2026

Sallyann

Standards have really dropped and not as nice as the last 2 times we stayed there.
For check in requested early check in but a long wait and no one informed me the room was ready. The receptionist however was really nice and she was polite.
The room had hair in the bathroom, and on the floor. Loo roll had stains, and a pair of socks left behind in the room by the previous people.

The male receptionist that checked us out was also pretty rude, didn’t seem to be bothered. Also in the past have been able to go up to the top and take pictures and never been an issue, he point blank refused with some excuse we had never heard before. Unfortunately won’t be returning back.

Partner

10/10

Exceptional

01 Jan 2026

Miami

Clean and comfortable room with all the required amenities. Staff were very friendly and the hotel was in a perfect location.

Partner

8/10

Excellent

01 Jan 2026

Garima

The staff was good. The studio was smaller than expected but has all the amenities in the kitchen which we loved.

Partner

10/10

Exceptional

30 Dec 2025

Daniel

Nice place

Leisure Family_with_children

10/10

Exceptional

30 Dec 2025

Michael

Good location in Canary Wharf. Everything was close and convenient.

Leisure Self

10/10

Exceptional

16 Dec 2025

Sarah

stayed here as we were attending a show at the 02, perfect location, station is about 10 minutes. the room apartment was spacious and well appointed. would stay again

Leisure Partner

10/10

Exceptional

16 Dec 2025

David

Lovely room, great service and fantastic breakfast :-)

Business

10/10

Exceptional

14 Dec 2025

Chuan Yong

Clean and comfortable

Business Self

8/10

Excellent

09 Dec 2025

Vrinda

The property is modern with spacious units for London prices. The location is well-connected with a number of transit options and nearby grocery stores. Staff were responsive and quick to provide assistance when asked. The only things lacking were: the smell emanating from the drains in the bathroom that staff and maintenance tried to fix but which kept returning - speaking to a larger building issue; and the building creaks in high winds which is normal in high-rises but may be surprising to people not used to it.

Leisure Family

10/10

Exceptional

07 Dec 2025

Jane

Loved the room, cleanliness, views

Self

8/10

Excellent

07 Dec 2025

David

Staff friendly, easy check in. Very clean. Room was small with only a tiny window in the corner which you couldn't really see out of, otherwise very happy

Leisure Partner

2/10

Poor

04 Dec 2025

Joshua

Never got the room due to an issue. Was transferred to another hotel who did not have my booking on the system so check-in took a long time. Then they forgot I had breakfast. I had to go through the process of explanation again at breakfast.

8/10

Excellent

30 Nov 2025

Michael

Very nice homely apartments

Leisure

10/10

Exceptional

30 Nov 2025

Jennifer

Cove is perfectly situated within Canary Wharf. The ease of access to transportation be it the DLR, Jubilee or Elizabeth lines, even the Themes Clipper all ate with in a few minutes walk. The staff are extremely friendly and helpful making the stay just that much better. Absolutely love staying at Cove and will be back for my next trip.

Leisure Self

10/10

Exceptional

30 Nov 2025

Stephen

It was a good accommodation to stay

Friends_and_family Family

10/10

Exceptional

28 Nov 2025

Rosheena

Everything was perfect!

Leisure Family

4/10

Poor

26 Nov 2025

MOBOLAJI

I forgot my perfumes in the bathroom and the cleaners could not report it, and even when I called and sent an email. The issue was swept under carpet. That for me is integrity, I am 100% sure I forgot two bottles of perfume in the bathroom.

Leisure Self

10/10

Exceptional

26 Nov 2025

Irène

We loved our 10-day stay at Cove Landmark Pinnacle. Our one-bedroom flat was spacious, quiet, well equipped and we had an amazing view of the Thames. Very close to the Tube and the Canary Wharf Pier. Would definitely go there again.

Leisure Partner

6/10

Pleasant

25 Nov 2025

Eric

It all seemed very basic and vanilla. Nothing good, nothing bad. Staff were just sort of there, not super helpful but polite enough. Sort of a flavorless, forgettable place.

Business Self

2/10

Poor

23 Nov 2025

Seth Nico

Issues with the drain in the shower. Dirty water kept coming up and there was no help from maintenance as they weren’t there. I’m raising a dispute for a refund

10/10

Exceptional

22 Nov 2025

Neil

Clean, bright room with everything we needed for a short stay. Staff were friendly and courteous.

10/10

Exceptional

18 Nov 2025

lavern singh

I must say everything was fantastic at this hotel we had no issues the front desk staff are very courteous especially Lucy she was our favorite. I would definitely recommended this hotel.

Leisure Partner

6/10

Pleasant

17 Nov 2025

Mr Matthew C

The apartment was generally good with a very good bathroom it was also very convenient for our trip to the O2. However, finding the property was a little confusing. The room felt a bit tired and needed modernising. The heating system constantly whistled, there was a lack of lighting from the bed in the bedroom so you had to switch of at the wall and most disappointing of all was that the sofa bed was possibly one of the worst we have had to use in a long time. No bedding provided for it either.

Partner

10/10

Exceptional

16 Nov 2025

Arinze

I had an amazing stay..neat room and amazing staffs

Self

8/10

Excellent

16 Nov 2025

Jack

Breakfast menu is very very limited. Can get hot coffees but not allowed iced coffee which makes no sense… staff when we checked was really nice however the staff on the Sunday was a bit rude in my opinion

Leisure Partner

10/10

Exceptional

06 Nov 2025

Ellen

We’ve stayed here a few times while visiting family nearby, and we love it. Clean, spacious, convenient. But where Cove really shines is in its staff — they’re just great: pleasant, responsive, and efficient. We’ll be back.

Leisure Family

8/10

Excellent

04 Nov 2025

Freya

Room was clean and warm. Check-in was quick and easy. Cosmetic bottles were empty in room - we only stayed one night so didn’t request more. Shower controls were duct-taped on. Walls were all scuffed/had marks etc. Needs some sprucing up. Balcony was really nice. Wouldn't stay here again for the price we paid.

Business Partner

6/10

Pleasant

03 Nov 2025

Alexandre

I had plenty of black hairs, including on my towel. The shower cabin drain was blocked. I asked the reception to unblock it. They promised it would be done, but it wasn't.

Business Self

6/10

Pleasant

29 Oct 2025

Mina

The room was dirty , not cleaned when asked as the bed sheets had marks on them

Partner

10/10

Exceptional

24 Oct 2025

Kerry

Great stay, room was very clean. Everything that I needed was there. Staff were very helpful too.

Business

10/10

Exceptional

22 Oct 2025

Helen

Great base to catch up with friends in Canary Wharf. Reception staff (day and night) were friendly, helpful and professional.

Leisure Friends

10/10

Exceptional

05 Oct 2025

Jennifer

centrally located

Partner

6/10

Pleasant

04 Oct 2025

Rhiannon

room was way to hot, AC system did not work correctly very restless night

10/10

Exceptional

04 Oct 2025

Trish

Highly recommended, a lovely stay

10/10

Exceptional

03 Oct 2025

Makedah

Excellent

Experience was great. Apartment was clean and no detail was short.

Self

10/10

Exceptional

30 Sep 2025

Sandra

Great place to stay lovely breakfast and really comfortable bed

Partner

8/10

Excellent

29 Sep 2025

emre

Would stay again

Our stay was amazing, the location was very convenient and the reception staff was great very accommodating. We had a slight issue with the shower the water started to over flood and there was a smell (smelt like sewage, the smell became apparent once the shower was used) but we contacted reception and they changed our room with no problems at all however that smell of sewage was in the new room as-well once we used the shower we didn’t have the flooding experience but the smell was there. The studio was super clean everything we needed was there the bed was super comfy and the layout was lovely, very convenient. Only 5-10 mins walk to shops and restaurants the hotel felt very safe and easy to navigate as-well. The interior was cute, the ac was great and overall our stay was nice. I would stay again and would recommend.

Partner

10/10

Exceptional

27 Sep 2025

Jennifer Hunt

centrally located, wonderful staff

Friends_and_family Family

10/10

Exceptional

14 Sep 2025

Tomi

BOOK HERE

The best, will be back.

Partner

6/10

Pleasant

13 Sep 2025

Room for improvement

The apartment looked tired and there was water damage in the bathroom. Only two sets of towels were provided for 3 guests. We requested one set of additional towels and two pillows which failed to be brought to our room. It was disappointing as our previous stay at the Pinnacle was very pleasant.

Friends_and_family Family

8/10

Excellent

11 Sep 2025

Xiao Jun

Nice building and service, but the room has a very small window.

2/10

Poor

31 Aug 2025

Verified traveler

Horrible stay at this hotel

This was not a pleasant stay at all. Do not stay here if you can help it.

I came to stay at this hotel alone for 8 days. On the first night there was a scary noise coming out of the bathroom on and off but I brushed it off initially thinking it would stop when I woke up. The next night the noise retuned and it was much worse and I couldn’t sleep because of it. I then started to see the shower drain shake on its own (I am pretty sure there was some kind of rodent inside). I was terrified so I called the front desk and showed them a video of what I was seeing. They were shocked, moved me to a new room for the night, and reassured me I’d get a refund for the horrible experience. The next day, I tried to check out of the hotel and get a refund for the rest of my days since I was just very uncomfortable and the new room was not very clean (stains on the shower head, etc). They reassured me management would come and resolve the issue. By the time they came a couple days later, they were unwilling to give me a full refund and only gave me back part of what I spent. It was just not a good experience and poor service from their leadership team when I explained.

Would avoid staying here. I was so bothered that I checked out anyway and booked another stay. It’s not clean, the rooms could use an upgrade, and the customer service was poor. I wish I could like the video but unfortunately hotels.com only lets me upload photos.

Self

8/10

Excellent

27 Aug 2025

Makenzie

Enjoyed everything about the space

8/10

Excellent

19 Aug 2025

toyin

It’s very modern and clean.

8/10

Excellent

18 Aug 2025

Christine

Would recommend, good location

Good location, very safe neighborhood (financial district) and close to underground stations. Modern hotel. Nice sized room with all the necessities for cooking. One minor thing: one of the worst beds I’ve slept in somehow! If you get an offer from the hotel to “upgrade” your room a few days before arrival and thar upgrade is an “accessible” room with more square footage, do not take it! The bathroom is for people who require an accessible shower so there are no walls around the shower and trust me no matter how careful you are you WILL have water everywhere in the bathroom and it will be a mess.

Friends_and_family Family

6/10

Pleasant

18 Aug 2025

Ayat

Great property but a bit better communication would be better. I purchased the late checkout early on and still was woken up by housekeeping aggressively knocking then opening the door.

Leisure

10/10

Exceptional

13 Aug 2025

Taiwo

Great property. Nice rooms and bathroom. Clean and great location. Easy access to shops, restaurants and train station. Would definitely stay here again.

Leisure Family

8/10

Excellent

12 Aug 2025

Helen

The staff were really helpful and friendly and organised a change of room when our air con wasn't working. The location was great and the apartment spacious and in good nick. They really do need to upgrade their A/C though.

10/10

Exceptional

12 Aug 2025

Nicole

Home from home apartment

Gorgeous apartment, I wish we could have stayed longer

Partner

4/10

Poor

10 Aug 2025

Shazia

It is advertised as a hotel/apartment. They only clean once a week which is fine but 2 bath and 2 face towels is not enough for a week. We also were given a room with empty shampoo and body wash which is very unappreciated when no one is checking your supply daily. We needed up having to buy our own.
Other things leading to this poor review was really bad water pressure, missing bedding (one of our pillows was on the bed without a pillowcase- gross), hair/dirt in the room on arrival including on bedding (gross again), broken towel warmer which wasn’t a big deal but still annoying. I also booked 2 rooms for our groups and there were many inconsistencies. E.g one room was given a laundry pod but the other was not. The bed and pillows are very uncomfortable even if we are saying this is more of an apartment than a hotel.
Kitchen/lounge area is nice and it’s a good location within canary wharf but I’d stay elsewhere given the many negative aspects.

Business_and_leisure Family

4/10

Poor

09 Aug 2025

Verified traveler

Poor cleanness and missing belonging

1. The toilet and the shower room were very stinky when we checked in , although staff fixed it but this should have not happened at all.
2. The corners of the sofa were dusty, like had never been vacuumed.
3. I forgot my Dyson hairdryer on the floor in the room when I checked out, but the Hotel couldn’t find it . The hotel said no new guest checked in after no checked out. So the only reason I could think about is someone from the hotel took it rather than give it to Lost & Found.

Friends_and_family Family

10/10

Exceptional

09 Aug 2025

Ashley

Great apartment style accommodation for a stay in Canary Wharf. Clean, comfortable with everything you need for an extended stay.

Leisure Partner

6/10

Pleasant

05 Aug 2025

Chantal

Canary wharf stay

Smelly bathroom quickly fixed. Room was fine 30 pound for arriving early check in. 1 hour early

Security very poor
Entrance door to access lifts never closed, given extra key no questions asked, left luggage in unsecure lovation

Partner

4/10

Poor

28 Jul 2025

Scott

It was almost impossible to find this hotel, given the lack of any signage and that is attached to a condominium complex. It isn’t set up as a hotel.. there was no coffee maker, for example, but the lobby attendant said I was supposed to have one and didn’t offer to correct that. There is no separation from the bedroom and living quarters no door or wall.. no phone. Cleaning carts left in the hallway all day and night.. Staff seemed completely unprofessional except for the brunch or breakfast. Staff who were lovely however there were only two large tables shared by everyone and no individual or couples seating.. more like a hostel for the price of a Hilton

Leisure Partner

10/10

Exceptional

26 Jul 2025

Narayanan

Second time staying at the Cove Landmark Pinacle. Recommended for longer London stays. The in-room washer dryer is particularly helpful. The sofa bed in the living room in our unit was handy for our family.

Lots of shopping and dining options both near the property and at Canary Wharf. Easy to get to central London and the O2 and Stratford via the Jubilee Line; Heathrow via the Elizabeth Line; and the Docklands and the City on the DLR.

Area is fast-changing but glimpses of the old Docklands are still there. Highly recommend the Docklands Museum (free entry, donations accepted) for a sense of the history of the area.

Leisure Family

8/10

Excellent

20 Jul 2025

Verified traveler

The hotel was good. The room was a little tired and disappointing with some things missing (a bin for the kitchen and a tea towel?). Reception friendly and helpful. Air con a blessing! All in all good for the price.

Self

10/10

Exceptional

12 Jul 2025

Kelly

Friendly staff. Clean room. Ensuite kitchen and laundry. Couldn’t ask for more.

Leisure Partner

8/10

Excellent

09 Jul 2025

Rebecca

Great location, the building is especially impressive but I was glad to be on the 3rd floor - you can get a key card to go up to the lounge on the 56th floor. Nice spacious apartment with a comfy bed and helpful staff. The kitchen was rather spartan and what we had thought was an oven was a built in microwave. We could only heat one pan at a time on the hob.

Leisure Family

10/10

Exceptional

29 Jun 2025

Andrew

Great value, great location!

Stayed for a weekend for a concert. Apartment was a good size, had everything you would expect. Slight problem with the Aircon, but was promptly resolved and was given a backup fan.

Partner

10/10

Exceptional

22 Jun 2025

Toby

Brilliant stay allowed us to check in early

Leisure Partner

10/10

Exceptional

15 Jun 2025

Sam

Fantastic all round. Will be returning!

Business

2/10

Poor

28 May 2025

Verified traveler

It’s disgusting

There is raw sewerage coming up the shower plug hole, staff and management are aware of this issue but don’t seem to want to prioritise this over revenue.

Business

6/10

Pleasant

26 May 2025

Shireen

There was a god awful sewage smell coming from the bathroom. Last day there was no running water, power in the elevator nor internet. We had to walk up 10 flights to get back to our room. They did provide water for necessities but this experience (plus the lack of service even after it was requested) makes it hard to recommend this place.

Leisure Partner

10/10

Exceptional

25 May 2025

Kevin

The staff was wonderful so helpful and friendly

Leisure Self

4/10

Poor

25 May 2025

Emma

Disappointing stay poor service

No kettle in the room and even after requesting one they ignored our request

Shower drain was blocked

Partner

8/10

Excellent

22 May 2025

Saraya

I liked the location and quiet

Leisure

10/10

Exceptional

19 May 2025

ADAM

The staff at Cove are always excellent, the room is good and overall it is a really comfortable stay with great facilities nearby and access to the rest of London. I would suggest a couple of minor improvement points - to extend the glass partition in the shower so that water does not always go over the floor and also to offer a slightly more supportive pillow option.

10/10

Exceptional

18 May 2025

Edward

We had some problems with the induction cooker, but the hotel staff was most helpful and the problem was resolved expeditiously. Overall it was a very pleasant stay.

Leisure Partner

10/10

Exceptional

14 May 2025

Patrick Joseph

Beautiful building with amazing views of Thames and London.

Leisure Family

8/10

Excellent

13 May 2025

Orbanie

Great stay. There’s a Tesco nearby and Canary Wharf shopping centre a 10 minute walk away. They provide everything you need and the staff are very friendly and helpful

10/10

Exceptional

12 May 2025

Carol

Our room had a bedroom plus sofa bed and internal balcony which worked out perfectly as we were traveling with a teenager. Public transportation, restaurants, and shopping were a short walk away. Reception desk was helpful with suggestions. We look forward to returning.

Leisure Family

8/10

Excellent

11 May 2025

Qirui

The shower in my room has a clogged drain. It doesn’t provide daily cleaning service.

Business_and_leisure Partner

10/10

Exceptional

10 May 2025

Denise

Extremely helpful and efficient staff. Beautiful apartment with modern appliances. Highly recommend.

Leisure Family

10/10

Exceptional

07 May 2025

Samantha

Good stay - just need to sort the drains out

Our stay was lovely. The staff was so friendly and accommodating. The only down side was the drains had a terrible smell and made the bathroom overbearing. Other than that, everything was perfect. Thank you!

Partner

10/10

Exceptional

05 May 2025

Paula

Beautiful, clean apartment with loads of room an

Gorgeous apartment with plenty of room for sleeping & relaxing. Would definitely recommend to anyone!

Friends_and_family Family

10/10

Exceptional

04 May 2025

Kwabena

Excellent

8/10

Excellent

30 Apr 2025

Kit Man

Appt and amenities were good. My first room had a broken sliding door, reception changed my room quickly. 1st appt was better than the second appt except the broken sliding door. The 2nd appt I stayed had some smell in the bathroom and never go away. But I unpacked everything and did not want to move room again. However, mechanical technician Anthony was very nice and the reception was also responsive.

Leisure Family

10/10

Exceptional

27 Apr 2025

Mike

Great for marathon start location. Easy walk from Heron Quays DLR. Great small studios, well equipped...ideal for a night or two.

Leisure Family

10/10

Exceptional

24 Apr 2025

Edward

Good Hotel in Canary Wharf

Convenient location in Canary Wharf. Hotel staff are excellent. Rooms are nice and large and modern. Can also access viewing platforms on higher floors.

Friends_and_family Family

6/10

Pleasant

23 Apr 2025

Susan

The suite was a bit warn and shabby. The sofa was old and lumpy, with a pile of food crumbs between the cushions. There are tape marks around the floors where past carpets had been, The room had a smell that came from the laundry/garbage area. The shower was backed up and a plumber had to come to clear the drain. The sofa bed was extremely uncomfortable, with a super-thin mattress and a bar running through the middle, but there were 3 of us and only room for 2 in the bed, so my 23-yr old son’s back was destroyed by the end of the week. The staff was excellent and helpful, but didn’t make up for the sub-par conditions. I’d recently stayed in the Cove Minshull Streel-Piccadilly in Manchester and it was a thousand times better - really fabulous in comparison - so this location was a sore disappointment.

Leisure Family

10/10

Exceptional

23 Apr 2025

Kimberly

Location and staff were beyond nice and understanding