Hi O.O., we would really appreciate the chance to learn more about your friend's experience. We take every opportunity to make sure that all of our customers are happy, and when we hear that someone has had a less than 5-star experience, we will do everything we can to put things right. Please do ask your friend to give us a call at 020 7372 0202, or if it's more convenient, send an email to info@paramount-properties.co.uk. We hope to hear from you!