*Check I’m and communication deserve no stars, but as you can’t skip, I had to put 1*
My own personal review:
I had informed the owners that I was due to arrive at 4:30pm in Porirua on Friday 11th March. The owner messaged and said they worked a few mins away, so would be home at 4:30pm to unlock the house. I had messaged them to let them know how far away I was from the house. I got to the premises and it was already 10 mins. I called the owner and they had only just read my message that I had arrived. They said they were 7 mins away, 7 mins turned into 45 mins. I called again they didnt pick their phone up. I then called again and they finally picked.
I had asked them over the phone why there was no self check in process and they had stated they forgot to put the key there for us. 45 mins of waiting they arrived. Knowing very well we were waiting for so long, they had just gotten out of the car, stood at the front door and said if we wanted to cancel the air BnB, they would give a refund. Even though we travelled from the airport to Porirua , waited for 45 mins and I was only in porirua for one night before travelling back to Auckland the next day.
No apology was given over the phone nor when they arrived. Thor’s husband never said anything and just gave us a grumpy face. No proper greeting, just opened the door & said we can cancel if we wanted. Mind you I had just arrived and was not in the mood to be looking for any other accomodation as it was 6pm in the evening, I had already paid, I had an event to attend that evening , and was due to fly back to Auckland at 9am the next morning.
I am all for being understanding, but when you are not notifying your customers where you are, you forget to leave the keys for a self check in, you make them wait for 45 mins, you do not show your customers how to open the door (as the door had a special way of unlocking i.e turn the lock anti clockwise twice) and you receive no apology. It does not give off great customer service. I was so tired from work that morning, travelling from AKL to WLG and having to rush to an event that evening.
The only thing that I couldn’t fault is the comfy ness of the bed and the cleanliness of the place .
However, the lack of empathy, customer service, forgetting to sort themselves out for self check in, ridiculous rules speaks for how they run their air bnb. I’m glad it was only one night I booked. I checked out at 7am the next morning, as I did not want to be there any longer.