If you want an easy check-in, don’t book this apartment! I’m sorry to say this, but this is the worst experience I’ve ever had on Airbnb. Me and my girlfriend went to the check-in spot at the Opera Market on Monday at 21-22 after we arrived at the train station. There’s a procedure where you tell a code, which you get from Louis or the outsourced concierge, to the market owner/cashier and ours was invalid all the time no matter how much I’ve put in the right code. So of course I called the outsourced concierge (Louis let’s a concierge run the apartment) to ask what’s wrong..turns out that the cleaning service, which was hired by the concierge, didn’t clean the apartment (We booked the apartment on the previous Thursday). The usual check-in time is at 15, so I think there was plenty of time to inform us about this incident, but no, we had to call them after texting and getting no reply, to get this information..The concierge told us they’re sorry and that the apartment will be cleaned on the next day (Tuesday) and that it will be check-in ready. They even said that they will send me an SMS if the apartment is ready before the usual check-in time (15h). Because I have good faith in humans of course I believed them and thought it was a one-time mistake and that’s why we found ourselves (the concierge didn’t help us with finding another accommodation) a hotel room near the check-in place (Opera Market). We got the refund for the first night. On Tuesday we waited until 14:50 and send them a message asking if it’s possible to check-in yet. No reply like the previous night, of course we called them after 15h. They told us that the cleaning service wasn’t done yet and asked for our patience and they will inform us if they get more information. A couple hours went by and no message or something from the concierge. We called them a second time and they told us that they aren’t finished yet. I asked the concierge if they can guarantee and promise me that the cleaning service will be done on Tuesday (I didn’t want to find another room at 23, because it’s exhausting) and their answer was YES. One hour after my call they send me a message (no call) saying that it won’t be possible again to check-in that day and that they’re sorry, but that the apartment will be ready on Wednesday. This sounded familiar to me and I couldn’t just trust them and believe in the concierge anymore. I think it’s the host’s job to keep the guests informed if there are any inconveniences but no for this concierge you have to do everything and I keep asking myself what would’ve happened if I didn’t reach out to the concierge all the time? Nonetheless we wanted to cancel this booking for obvious reasons. We called them and asked for a cancellation and a full refund, however they told us to contact the Airbnb Service because they are not in the position to be able to do that (Reminder: the concierge gave me the refund for the first night without Airbnb being involved). It’s now Tuesday 19-20 o’clock and I have to call Airbnb to help me which they did! It took them a couple of hours but I think they forced the concierge to give me my full refund back. Luckily we found another apartment, which had a lot easier check-in!:) If you have read this review so far, I hope you aren’t a gambling addict or naiv as I am and chose another apartment! I’ve read all the reviews throughly after this mess and there are others with similar problems. You’re less stressed and you can enjoy your stay in Paris not being on your phone all the time asking when are you able to check-in. If they answer on this review with the same fake „I’m sorry to hear that bla bla“ bs (pardon my language), you should know that they probably are not sorry and that they don’t care! Even though the apartment looks nice on pictures and the location is nice, do yourself a favor and book somewhere else with an easier check-in! Thank you for your attention and I hope you have a nice trip to Paris and enjoy the food and the sightseeing etc.!:)
Solution for Louis/Concierge: Louis, if you and not the concierge is reading this, if it’s possible change your concierge to some other, which is competent and honest with the guests. If the concierge would’ve told me (without me asking late in the evening) that there’s a 2+day delay with the check-in, I think I would’ve understood it and booked a room nearby and checked-in your apartment on Wednesday or something. If the concierge thinks this is not their problem, because it’s the fault of the cleaning service, put pressure on them and call them and not text them asking how it’s going with cleaning in the apartment or you can find another cleaning service company entirely so you won’t have problems and have bad reviews anymore!