First of all, the address was incorrect and led us to the wrong apartment. Then we called and explained the situation and were told we needed to pick up the key somewhere else, which had not been stated previously. All that was provided to us was the code for the key box, and no other directions.
After multiple calls, we got the address and went to pick up the key. We got into the building and we were not told what apartment to go to. We called again and again and were told multiple times “the door on the left” in a passive aggressive tone, with no clear direction. We has to trial and error many different doors, upsetting the neighbors because we didn’t have any directions. After trying to get assistance from the neighbors, we video chatted with a woman who was yelling at us and speaking in a condescending tone. When we explained that the key didn’t work, she said “put it in the door” with a mocking tone and was very impatient and agitated with us, when it was clearly not our fault. The keys that were given to us were wrong and she didn’t accept this until I had to raise my voice above hers and say that the key would not rotate. She said someone would come assist us and hung up. We had to call her again to ask her how long we would have to wait and who would come.
After some time, Mario himself came to help us and was so kind and switched out the incorrect keys with the correct ones. He apologized for the inconvenience and made sure that we knew how to open the door many times. He showed us around the place and was on his way.
Overall, the apartment was great, however we spent over two hours trying to find the place, contact the owners, and trying to get in. We didn’t appreciate being yelled at by the woman on the phone for something that was not our fault or responsibility. This should have been communicated to us before and clearer instructions should have been given.
The place was GREAT (except for no wifi) but the service given to us by the woman was horrible. This review is mostly for her, to change her attitude and the way in which she address customers who are dealing with issues that problems that are not their faul