Pluxa Moonstone Metropolis Luxury Getaway in Birmingham City Centre

Absolutely nothing!

Avoid this property and avoid Pluxa Moonstone. We booked the Pluxa Moonstone Metropolis Luxury Getaway in Birmingham City Centre almost a year in advance for the European Athletics Championships in August 2026. The full payment was correctly taken a week before arrival. The property stated that key collection instructions would be emailed on the day of arrival. No email ever arrived. We sent multiple messages through the Booking.com messaging portal, called the landline phone number provided for the property owner/manager, and even travelled to the apartment building when we landed in Birmingham, but received absolutely no response. A nearby security officer explained that keys for holiday lets are usually held in a local shop and released using a PIN code supplied by the owner. We eventually found the shop, but without the PIN they couldn't help us. We were left standing outside a fully paid accommodation with no way to access it and no way to contact the owners. The area was not somewhere we wanted to be stranded for hours. Booking.com was however very good to deal with. They tried repeatedly to contact the owners themselves, with no success. After giving them 45 minutes to respond, Booking.com cancelled the booking and arranged a refund. Fortunately, we managed to secure the last two available rooms in a nearby hotel, although it cost our group around €300 extra. Looking back, we noticed the reviews appeared to be from 2024, with none from 2025 when we made our booking. The property is still being advertised, which is worrying given our experience. This was one of the worst accommodation experiences we've ever had. A completely uncontactable host, no check-in instructions, and no access to a fully paid property. We strongly recommend avoiding both this apartment and Pluxa Moonstone.

Lovely decorated apartment with all essentials, walking distance to all the places we wanted to go to, definitely recommend. Customer service was also great.

Slightly difficult to find as there are a few buildings, but not too bad

The location was perfect few minutes walk to the city centre and rail station.The apartment was very spacious and have all facilities needed to meet family requirements.

Couldn’t provide space in the building for luggage storage as we were traveling further north side and want leave some suitcases.Nevertheless we manage it ourselves cost me extra time and efforts.

Comfortable and good location

The advert lied. Which is illegal under false advertising. They said they had a hot tub, they later confirmed they meant a bath. They said they had Netflix. The account was locked to someone else . I was also locked out of the room for 2 hours no concierge at night and the provided key was bent

-The deposit was not mentioned in the conditions when we reserved the property. -We had a hard time to get the keys of the property due to lack of information and procedures of getting the keys. -It would be better not to do any property inventory when the property is occupied. -The ventilation of the two bathrooms were not working even after instructing us how to turn it on. -The deposit was repeatedly deducted from my bank account without explaining the reason.