Let me start with the positive feedback. The apartment itself is gorgeous; nice furnishings, well-designed, super clean, really nice amenities and an amazing view from the 50th floor. Having said that, this was one of the worst Airbnb experiences I've ever had and while I don't normally write long reviews, I want to make sure that potential future guests fully understand what they can expect.
The problem was the check-in process. First, after booking, The Guild immediately moved our conversation off of Airbnb and to text messaging, bypassing the Airbnb messaging tool. This was problematic because my wife and I share our Airbnb account so that we can both get the messages.
Second, once there the Guild required me to go through a tedious and intrusive identification verification process, which included me taking a picture of my drivers license AND a picture of the license held up to me face and submitting those. Given Airbnb has identity verification and that is one of the reasons I use the platform, that was unnecessary and frankly an invasion of my privacy.
Third, my check in was supposed to be 3pm. I was driving from Austin to Dallas and finally heard from my host at 2:30pm confirming my 3pm check-in and requesting that I download an app to receive my mobile key card. I don't understand asking people to download an app just to access a key for a one night stay! Just another unexpected and unnecessary step.
Of course, after that I didn't hear anything back. At 4:15 (!! remember check in was 3pm) I sent a text to check on status. I was told the apartment was getting a final inspection and would be ready shortly. They said that for my inconvenience, I would get complimentary parking. Huh? I went back and checked the listing because I didn't recall seeing anything about paid parking and of course I find it buried in the house manual that it is $30/day for parking! Way to bury that piece of information that would have been helpful to know before I booked.
While we were waiting to hear the apartment was ready, I went ahead and downloaded the app. Of course it required that I register (again a reason I use Airbnb so I don't have to do these kinds of things when I stay somewhere) AND then it couldn't find my reservation! So, I had to reach out to the host AGAIN and ask for help. They sent me an email with a code that I had to enter to connect my app to my reservation...all while I am stuck outside the parking garage on the street because I need the app to open the garage! AND then the app doesn't even work to open the garage! I had to get a ticket and deal with it later.
To recap, I was forced to use text messaging instead of Airbnb messaging, I was asked for personal identification information and pictures even though Airbnb verifies identity, I was forced to download a buggy app to access the garage and apartment AND register my personal information with that app, and then they were late giving me access to the apartment!
If you can stomach all of that, the place was beautiful and if not for the terrible check-in process it would be at the top of my list for stays in Dallas.