Check-in instructions were wild, not all information about the check-in process is shared on the public listing-it’s only until after a person has booked and paid are additional isntructions sent, through air bnb chat AND different instructions via email.
It is not communicated on the listing that keys to get into the apartment can only be obtained through a store employee and a third party app/scanning service. Nor is it communicated on the public listing that the store closes at 11pm!
We booked at 10pm. It was a last minute listing. I was only told to “hurry that the store was closing soon.” After booking.
When my colleague arrived to check in she was faced with a rude and unhappy staff member who would not accommodate her check-in at first, I had to beg them on the phone.
Then the link to the third party app wasn’t working, and when I got it working (not yet arrived onsite) the only option for ID scanning was a passport which my friend did not have!
In the chat thread history with what I had with property staff of Toucan, they asked for photos of ID to check us in with the front desk. Nothing about a store or a third party app. They accepted the photos of our drivers licenses and said we were checked in! They said nothing about being only able to use a passport as an additional requirement upon arrival.
So obviously we were never able to check in as the staff at the store closed up. Furthermore I called Toucan several times and got hung up on twice with no answers after that as well as no answers to air bnb chat thread messages.
Also, your Ice Building has a horrible reputation which we also didn’t know about prior to booking. Cops are always in the lobby, users everywhere, unwell and unstable people who verbally harm guests.
Absolutely unbelievable that our reservation was not refunded by Toucan and that air bnb have been the ones to issue a refund. For accommodations that were never used! 👎🏼 👎🏼👎🏼👎🏼