I was looking forward to my stay at St Marks, however, I was denied the check in information.
As a Super Host and a regular user of Airbnb for many years now, I have never experience such poor check in and communication before.
Despite having paid for my stay, being a verified user and host, St Marks refused to provide me with the check in information as their reception was closed. The staff requested that in addition to all information already provided, that I sent a copy of my full credit card details and drivers license in order to receive the check in detail.
For reasons that do not require much explanation, I declined. I suggested a number of alternatives, such as providing the information prior to check out, requesting a secure and encrypted form but the staff was not able to accomodate any of the common sense requests.
I have not received a refund or apology. As a result, I have had to initiate a credit card dispute and a complaint with the privacy commissioner and fair trade.
Such a shame for both the hotel and Airbnb for allowing such poor customer experience.