Here’s my AirBNB customer service experience: I have booked this accommodation for 8 people, to arrive on the 12th. Since our flight was arriving at midnight (after the check in hour), the host offered us the option to pick up the key for the apartment on a security box. Upon arrival at Barcelona, we pick up the key that was left in the correct security box according to the information received.
The key that was left on the box was not the correct one, as it was not possible to open the building of the apartment. After trying several times this option, we have contacted the emergency number provided 3 times to solve this situation. The only information provided on the first 2 calls was that they would try to contact the host to provide us the correct key but since it was late at night, there was not much they could do. After 2h waiting for the host to contact us, we call the emergency number again and asked if there was an emergency key that we can pick up, and if not if they could book / advise an accommodation nearby for us. The answer provided was that they were in no position to provide the information.
We have also contacted the host with this problem through Airbnb platform, where the host confirmed that our keys were not correct but failed to provide an explanation or any solution for the problem, as you can see in the print screens attached. After 2h30 am the host stopped answering us.
The key was only provided to us on the next day at 11am after 3 calls to the host, and it wasn’t delivered at the apartment, as we had to travel to the security box again.
In the end, our group of 8 girls slept the night on the street, in a foreign country, without any safe place / contact even when we paid everything and informed the host about all our travel conditions.
I would like to file a complaint about my booking from the 12th to the 15th of July at Sagrada Familia Design – Carrer de Valencia 387 2-2, for the host failing to provide access to the accommodations.
I have booked this accommodation for 8 people, to arrive on the 12th. Since our flight was arriving at midnight (after the check in hour), the host offered us the option to pick up the key for the apartment on a security box. Upon arrival at Barcelona, we pick up the key that was left in the correct security box according to the information received. The key that was left on the box was not the correct one, as it was not possible to open the building of the apartment. After trying several times this option, we have contacted the emergency number provided 3 times to solve this situation. The only information provided on the first 2 calls was that they would try to contact the host to provide us the correct key but since it was late at night, there was not much they could do. After 2h waiting for the host to contact us, we call the emergency number again and asked if there was an emergency key that we can pick up, and if not if they could book / advise an accommodation nearby for us. The answer provided was that they were in no position to provide the information.
We have also contacted the host, where she confirmed that our keys were not correct but failed to provide an explanation or any solution for the problem, as you can see in the print screens attached. After 2h30 am the host stopped answering us.
The key was only provided to us on the next day at 11am after 3 calls to the host, and it wasn’t delivered at the apartment, as we had to travel to the security box again.
In the end, our group of 8 girls slept the night on the street, in a foreign country, without any safe place / contact even when we paid everything and informed the host about all our travel conditions.
Worst experience ever on Airbnb, definitely would not recommend!