The apartment itself was clean, conveniently located and good value. Unfortunately, the management experience was dreadful.
Before arrival, we were bombarded with emails about rules, deposits and payments: $X for this deposit, $X parking fee and $X for that deposit, top of the booking. Yet my request for a high-floor room with a nice view received virtually no response.
I proactively arranged parking, even providing vehicle details in advance. Despite this, the car wouldn’t fit. On arrival, we received repeated calls about arrival times, vehicle details and deposits, yet the promised 2pm access codes never arrived. We had to chase them just to check in, then find alternative parking with little concern shown for the inconvenience.
Getting the parking fee refunded and seeking compensation required repeated emails, with questions selectively answered or ignored.
We were offered a late checkout, only to be woken by housekeeping knocking at 8:50am. After brunch, we returned shortly after 10am to find ourselves locked out!
This is what happens when remote, automated management replaces genuine hospitality. Endless communication when money is required or guests need to be repeatedly reminded of rules and conditions, but remarkably little when guests actually need assistance.
Technology should improve the guest experience, not make it an exhausting administrative exercise.
A perfectly good apartment, completely let down by poor management and customer service.