We arrived late 23:30 with a almost two years old baby, the key left for self check-in were not the ones of the property, the agency "made a mistake because of the stress of fashion week load of check-ins" . Despite multiple unsuccessful attempts to get our contact on the phone, we were left in the street until 2am with the baby outside in the cold and had to find an alternative arrangement for the night. Not easy with many luggage far from an hotel area, no open places nearby to keep warm...
The day after we finally got a hold of him, no apologies nothing!
We met to open the apartment and when asking about a compensation they said they would "consider" reimbursing us for the first night (which we spent outside in the cold because of them).
When we told them it was obvious they shouldn't charge the first night and that we were expecting an additional gesture for the danger they put us in, they replied that if we are trying to get a free ride just to give them back the keys and terminate the agreement!!!
*I never got the reimbursement for that night as agreed by the way*.
We chose that specific rental because it is managed by an agency and we felt more secured to deal with an experimented agency rather than with individuals ( traveling with a 23months old is already complex enough).
We asked the agent to have the owner of the agency contacting us... We never heard of him.
We took the right keys and settled down.
The entrance is passing an external gate, going down a flight of stairs there is a little patio below street level and a transparent vitrine door. From the street you could see suitcases inside the unit.
We saw a metallic "curtain" which protects that entrance and it also had a key to it. So we used it to protect our items and the apartment as well.
The metallic curtain got stuck and the key stuck inside. We called the agent which we left a couple of hours earlier, he was exhasperated by us although we did nothing wrong. He arrived after 20 min to help, succeeded to open the curtain but failed removing the key from the lock. All he said to us was : "who told you to close that curtain? Don't touch it!" and left as he had "40 check-in to take care of as it was fashion week" .
We spent 9 days with news paper stick to the window ( we did it to block people from the street from looking streight into our unit) .
From that point on the agent never answered again.
The apartment was great and a great location. But we never got compensated as agreed for the first night and never got contacted by the agency's owner.
This agency can't be trusted although the apartment is really impeccable.