Do not book here!
When we arrived at the apartment at 23:00 we found out there was no key. When calling and texting the host there was no response. After rereading their message, I noticed I misread that it would be with security and we were supposed to arrange a time to handover the key.
Nonetheless we were quite frustrated as they should have done much more from their side. Either they should have called us to arrange a handover, sent a message to say that the key would be with the security, or at a minimum give it to them.
After unsuccessfully looking for a spare key with security, and calling with the complex manager, we had to go to a hotel for the night. Only the second hotel had availability and we slept at 01:00.
We spoke the next morning where an apology was given but no explanation whatsoever. I mentioned we had to sleep in a hotel and would like to discuss what happened. The lady brushed it off and mentioned I should take it up with the host on the Airbnb platform. We agreed to handover the key at 10:00, which they also didn’t make, as they arrived 25 minutes late.
I subsequently contacted the person on Airbnb (who seems to be the same person as the person who I spoke to via the phone) and asked for a discussion on a refund for the first night. No substantive response was given. I subsequently told them that we would leave a bad review if they continued to not take us seriously, but that this wasn’t the road I wanted to go down. They responded that they took us seriously but didn’t actually do anything with our request for a discussion.
All in all, it was a very frustrating experience. I have always had pleasant experiences with Airbnb hosts, but these people clearly don’t care for their guests. I would strongly recommend staying at a different place in Cape Town.