Two days before my flight I was in touch with the host who sent me an email to download an app (nuki) which would allow me to self check in. I downloaded the app and used the access code provided to log in to the app. It kept saying error code. I tried this several times and then messaged the host saying that there is an error and that code is not working. The host was kind enough to send me another email with a different access code. I deleted the app, reinstalled it again and entered the new code. This too failed. I tried 10 times again, the code failing each time. Since I was travelling with my mother and aunt who are both old with various physical health problems including (arthritis, severe back and leg aches) and a child I chose this apartment because of it’s convenient location and it’s title of a super host. I had messaged the host telling them that my code is not working and had specifically informed them that I will be leaving on the 5th of august and that my flight will be landing really late at night around 1 am. I was concerned what would happen since I was aware that the check in app was not working. I got no response from the host regarding this and none of this was sorted out before my flight. When I landed the airport, already concerned about this situation I called the 24 hr number and the lady I spoke to said yeah don’t worry the app should work when you get there( again lack of communication between the team- the app should have worked beforehand). When I got there, there was a building and I had no idea how to get in. First of all the host had only sent me an email which said ‘ download the app and use access code’ these were the only instructions that I got. There was no mention that there is a main building door and another door for the apartment. I was standing at 2 am outside the building trying to call the 24 hr number to understand how I should use the app and get inside bearing in mind that I was with a child and two older adults. Also we were all women standing in the middle of the night outside on the street. My taxi driver was kind enough to stay with us and allowed me to use his phone to contact the 24 hr number. I was put on hold for lengths numerous times and no viable solution was offered. Luckily one of the other tenants renting the apartments in the building were coming back home from their night out. They kindly let us in. We were then sitting on the stairs in the heat from 2 am till 4 am struggling to make various phone calls, constantly trying the app to figure something out. I had taken time off work to have a nice enjoyable relaxing holiday that too only for 3 days. After much await in the dark, heat, exhausted from the travel already someone came at around 4:30 to unlock the door. He did not speak English so we were unable to converse with him he just opened the door and said that he would come back in the morning to sort out the other stuff. No one came. Also living there for 3 days we also realised that a lot of people have struggled with this check in app and that it has caused a lot of issues for a lot of people.
What was most appalling was that I messaged the host the next morning to tell them what had happened with me. I had no response from them . There was no apology, no call, no one came to see if we were okay and whether we needed anything. The customer service was rather appalling. I paid an extremely hefty amount as I assumed that I would be provided with good service however, it was a horrible experience and not at all worth the money. Yeah mistakes such as these can happen but the host already knew two days before my flight that my check in code for the apartment was not working. Therefore , it was their duty to have sorted something out before I arrived for a smooth check in.
The safe at the apartment did not work and nor did the lighter work ( to light the stove) we had to borrow our neighbours lighter.
All in all, I had taken a short number of time from work to come have a relaxing holiday. This failed check in procedure resulted in ruining our night slept extremely late ruining our entire next day as were extremely exhausted from the hectic inconvenience caused the night before. This has really impacted my trust in the Airbnb service and would now rather pay more and check in to a hotel where I know for sure I will get in.