On Thursday 9th December 2021, myself and 5 friends checked into Charming appart 8P - Etienne Marcel/Marais in Paris, France.
We were told we couldn’t check in until 3pm. That same afternoon we then received a message from check my guest saying that due to a delay with the cleaning service, we couldn’t check in until 5pm. After paying an additional cost to leave our bags in the laundrette next door, we had received entry instructions for the building which failed to include the code to the apartment door. After calling up and receiving the code over the phone, we eventually got into the Airbnb. Upon entering, it was quite clear that the apartment had not been cleaned properly. There was dust in all the bedrooms, a hair on the bed and a dirty sock left by the shower in the bathroom (pictures attached).
That night, after returning in the early hours, we could not get back into our apartment. The keypad was acknowledging we had put the correct code in, but the door was not opening. After trying for 45 minutes to get into the apartment, calling, messaging and emailing both Airbnb and check my guest numerous times, we could not get through. We were shocked to find out that after midnight, both check my guest and Airbnb only give you the option to call the police in the event of an emergency. We were left with no choice but to go to the police station across the road. After being laughed and mimicked at by the police when asking if anyone spoke English, one eventually decided to help. After an hour of sitting in the police station and ringing round hotels, the only one that said they would have us check in at 4am was an ‘adults only’ hotel. The other option that was presented to us was to spend the night in the police station, which of course, we were not keen to do.
We were then told to walk round there in torrential rain and to pay once we got there. This was an extremely uncomfortable, horrible and vulnerable situation for 6 young girls to experience, especially in the middle of the night in the centre of Paris. This hugely compromised our safety.
We were told we had to check out the hotel at 9am, which meant we had no where to go, no charged phones and no belongings. After another morning of ringing round, messaging and emailing on Friday, Checkmyguest failed to respond to us until 1pm that afternoon. At around 2pm, a member of the Checkmyguest team brought round a master key and let us into the apartment. After recognising what was clearly a faulty keypad and lock, the blame was very much pointed on us for not being able to open the door properly. The service we received from Checkmyguest was both hurtful and very unprofessional. It caused us a lot of stress and unnecessary, additional expenses that we should not be liable to pay, including the money for the 3 nights we stayed at the Airbnb.
We were appalled at the lack of support and assistance that was received from both check my guest and Airbnb.
We will be leaving a review to detail our experience of renting this property via your site. We would appreciate a full refund and to be compensated for the unnecessary expenses. Please let me know if there is anything else I can provide you with.