I am going to be very blunt, so PLEASE READ UNTIL THE VERY END because if you care about Customer Service, this will not be a 100% happy experience.
The apartment was nice, quiet and in a nice location. Exactly as one should expect…. Though from a customer service point of view it’s rather impersonal and on one occasion, Mr Simone was also impolite. I’ll start. Arrival date – we arrived and noticed that half of the intercom was not there, so the number we needed to press was not available.
It was 23:45, we had just arrived, and it was raining. The PrimoPiano Short Rental Management are available Mon – Fri 10:00 am to 18:00 and the Host didn’t leave any personal number therefore FORGET IT that you can call for assistance in case of an emergency. You can only send an email which we eventually did. At 23:59 the host messaged us back that “his colleague forgot to send us directions after they found out someone removed the intercom” – he apologised for the mistake, we followed the instructions, and all is well.
On the last day, we accidentally closed the door with the keys attached to the inside, so we were stuck. It was a foolish accident, and our fault – granted. It was 9:21 am so management was not yet available and the only way to contact the host was by email. Panicking at that point, we sent a message and whilst we apologised, we also said that the fact that we cannot call anyone for assistance is really bad.
The host got back to me after 15mins telling me that “They don't have a 24/7 Conciergerie, they are not a hotel therefore they can't help anytime” at that point I realised how serious this can be. The host told us where we SHOULD find an emergency key (KEEP READING). By then, we managed to open the door, since we forgot a window open and opened from the inside with an umbrella.
I informed the host that we managed and wrote to him that, whilst I understand it’s not a hotel, previous Airbnb hosts gave used to give us their personal number for emergencies to which dear Simone replied that “What "previous owners" did doesn't set a standard anyway. Glad you managed” I replied again that at least for future reference, one must list down these in the initial procedures; at least others won't have to wait for an email response and that other guests would know what they need to do in case there is no intercom and forgetting the keys inside, which can easily happen if one is in a hurry. HE DID NOT REPLY.
The day after we received an automatic message informing us of the check out procedure and that check out is at 11 am. They also tell you that if you are leaving earlier, it would be a great help if you let them know what time you plan to check out so we can arrange housekeeping accordingly. We left at 4:45 am – I was slightly annoyed at the way Simone responded to our emails, so I wasn’t going to tell him that we left early…. however, I did at 4:54 am. Guess what, it’s 13:15 now, and not even a Thanks was received…… which is fine, as it goes to show what kind of customer service one can expect once you have paid in advance.
On a side note… before we left, we checked and there was no emergency key in the designated location, which I also made him aware of; yet again…. no reply and not even " Thanks".
It is a nice flat, in a nice location but I would rather pay someone who is genuinely interested and who is easily accessible to the guest in case of emergencies because it’s in an emergency that you get to see the actual proper service.