Overall the apartment was great amazing location and most of the staff was good. There is no elevator just in case u have big luggage. However I will not use feels like home again for the experience below. Exactly what I wrote to them:
there was a issue with the keys. However the tone of one of your staff members was rude and unprofessional.
We arrived on Jan24th and we received the keys around 930am. The keys did not work. We spoke to your staff via Airbnb chat and they said we had to turn the key and pull. 1 neighbor had to open the door for us for us to get in. And his key worked and ours didn’t when we tried.
We went to your office and this specific staff member was very unprofessional. I explained the key broke and she said it was because of me. I said it was the wrong key and she said “sir the cleaning staff used this key this morning and it worked. So why would I trust your word?” And then I said but for the neighbor it did not work. She then said “I am sorry but I cannot believe a neighbor or you over my staff”. She told me a new copy would be at the hotel. And charged me 30 euros. I also asked if the staff could try the new key.
The copy was there but the staff meme we was not aware so we had to call.
Sure enough the new key did not work because the locks where changed the previous day. Neighbors and owners were aware.
Your staff member was rude claiming we broke the key and the key was fine. When it was no longer the right key. Including she lied that the cleaning staff used that key. Because it would have been impossible since the locks were changed the day before we arrived which was the day the cleaning staff she claimed cleaned the flat. So she lied about that. We received no apology from staff but at least we were compensated the key charge.
A apology would have been more than fine. These things happen but to say I was lying when I even offered to try the key with your staff member is a bit much.