I would never book this studio ever again. I could not believe out of all my years using Airbnb and developing relationships with each home I stay in that things would turn out the way they did with Welkeys. For a company who should be experienced in renting homes through Airbnb, there is a lot to learn from all the negative reviews people post on here. They literally are all true.
We didn’t read the reviews and solely based this place on location and although we loved this place for convenience and it’s small cute space the whole check in process was a complete mess. There was a separate website where we had to fill out the time we would be arriving and from where. I also had to upload and ID for some odd reason which now I feel a bit violated of my privacy with how unprofessional and unorganized this process was. All that information was available to the “host” but because we gave them my US number for some reason they couldn’t think to contact me by email which was extremely accessible when they claimed to have arrived to the home at 15:00 and tried calling me. Even though we said we would be arriving at 15:30.
Constantly I kept calling the Airbnb host number and the host number on the Welkeys website and when I finally reached someone through Airbnb, whoever picked up responded that someone should be there and kept saying some guy and then they would call the guy to come and meet us. When I asked for an estimated time for this guy, they could not give me one. We waited an hour and were on the phone with Airbnb customer service when someone called back saying they were there at 15:00. Why make me fill out a questionnaire when you’re not even willing to look at it? The Airbnb customer service gentlemen that helped us told us to write a review about our frustration so here I am letting everyone know how horrible of an experience this was.
No one took fault for what happened, I was texting the person through my international number about how upset I was and the only thing I got was, “sorry for the inconvenience.” You kept shifting blame to the other company and the other company kept shifting blame that you should have been here. Who’s the right person to blame? There are two codes that you emailed and they were switched which is why we couldn’t get in.
Someone was kind enough to let us in the first gate/door but there was a second code to get in another gate/door and we couldn’t do it because it was the wrong code. When whoever on the phone was tired of listening to me complain, she told me I should have talked to the concierge to let me in. If that nice gentlemen didn’t let us in the first place, how the heck would I have been able to get in and talk to the concierge to let me in to go upstairs to get the keys under the rug that we didn’t even know was there? You couldn’t even answer my question on the phone or through text. Every question was deflected and when we wanted to use the washing my machine, it was absolutely disgusting. That was the final straw and I wanted to cancel but you said I had to submit a claim through your stupid website. I should be submitting a claim through Airbnb for this horrible experience not through some third party who did not care about their guests.
We were so tired and missed our reservations because of the messy check in process and had a lot planned the next day and stayed for two nights and cancelled to get $75 back but let me say this.. You guys are horrible and I suggest you fix your doorknob and get organized before renting this place again. For such a cute and convenient home, you’re doing an awful job. If I could get the right amount back for the two days I cancelled and the money for the washing machine which is why I booked this place, I would be happy. A sincere sorry admitting fault would be better than that sad excuse text and ignoring my texts after. That would have made me even happier but again you could not accept that it was your fault.
I hate taking photos of leaving an Airbnb or taking screenshots of texts as my receipts but you guys made me lose a lot of trust as a renter/guest through Airbnb and now I have to always be on my toes for horrible experiences like you have bestowed upon me. I advise no one book this place to experience this horrible behavior.