2/10 – Ungenügend
Geoff W.
13. Aug. 2019
Gut: Lage
Verbesserungswürdig: Sauberkeit, Check-in, Kommunikation und Genauigkeit des Onlineauftritts
Home Away let me down.
I have booked with Home Away many times over the years and always been pleased with what I got.
This experience however was not good.
I booked and paid for the property in March. I contacted the owner at the time as to when we would arrive in Strasbourg. He advised that he would not be there to do the check in, however his concierge Julien would look after it. He provided me the number. I double checked with the owner the week before my family and I left Canada and were assured that all was in order. We arrived at the property and contacted Julien the concierge that who advised he had no knowledge of our booking. I told him I had a confirmation from Home Away.
Julien then met us at the apartment, it was empty and we went in . It however had not been cleaned up from the previous guest. This was not acceptable to us.
Julien who managed 36 properties in Strasbourg found us other accommodation in the city which was better located then the one we had rented, which appeased us.
We however felt let down,by Home Away especially as it now charges a fee to provide " safer and more secure booking experience", which the was not.
