No key access card was available to us upon checking in. Can’t stress how much of an inconvenience this was especially at a place that another guest described as “Fort Knox”. We needed to find a security guard at every instance we needed to access the lobby, the common areas, the elevators, the parking garage, etc. The security guards were accommodating and courteous for the most part but nevertheless they needed to buzz a supervisor to verify our tenancy and identities which was frustrating and time consuming to say the least.
But stuff happens, and I don't fault the host for this. Where the dissatisfaction comes in was how it was all handled by Monserrat. Her inability to empathize or apologize as well as her general lack of awareness of basic property information -- such as sending us the wrong address which took us 1.5 miles away from the actual building and then not even acknowledging the error, let alone apologizing -- was disappointing.
Again things go wrong -- frankly sometimes things that are completely out of one's control go wrong -- and I get that, but customer service and tact are in your control and the host stands to improve in these areas.
Unfortunately, this is the first time I’ve ever given a host something other than 5 stars. But the apartment is 5 stars no question: the location perfect, the building very well amenitized and I just hope our experience was simply a one-off.