VirtuHost.UK review: Formal complaint regarding reservation 6647052658

Hello, my name is Irina Braiescu, together with Marin Braiescu. From 16–21.04.2026, we made the reservation with number 6647052658 in London, UK. The stay was paid for by another organization.
On the 16th, when we arrived at the property, we found the apartment in complete disorder: dirty dishes, paper on the floor, bed linen thrown on the floor, dirty towels, all bedrooms in disarray, and an indescribable level of dirt and mess.

We tried to contact billing.virtuhost@gmail.com and vitruhost.uk@gmail.com and explained the situation. We were unable to sleep in that apartment that night and had to remain seated on chairs for the entire night.

The next morning, we contacted customer service, and at 12:00 PM on 17.04.2026, a staff member arrived and cleaned the entire apartment, changed the bed linen, and replaced the towels. Only after 4:00 PM were we able to enter the apartment properly and unpack our belongings.

We requested compensation for that night. The company promised that they would do everything possible; however, three weeks have already passed and we still have not received any clear response.

I personally selected this apartment on Booking.com, but it was paid for by another organization, and unfortunately I do not have access to submit a complaint or leave an honest review.

I have photos and videos showing the condition of the apartment at the time of check-in.

Please help me find a solution. Would I be able to seek compensation through legal action? What legal options are available?