Very Disappointed with such Dishonesty
Unfortunately we had a terrible experience with this apartment, and as such need to leave this review to warn future travellers. I will use the 'Tips for Writing Reviews' that Homeaway have provided me to ensure the feedback is honest, and fair:
1. Was the listing description accurate regarding the location, layout, amenities, etc? / Was the property clean and well-maintained?
Yes. The rooms were as described, though the internet wifi service was very temperamental, with the modem requiring multiple resets to keep it connected.
2. What activities, attractions and restaurants did you enjoy?
We went on a great day tour to Neuschwanstein that was recommended by the owner which was wonderful.
3. Did the owner or manager provide good customer service?
Aside from recommending the tour - absolutely not. Owner was never easy to contact from the moment we arrived, not answering either of the two phone numbers we were provided, only to call us back hours later on a third number we had no knowledge of.
The biggest let down though was the DISHONESTY experienced at this property, when we left our phone indoors on our day of checkout, and realised mere minutes after checking out and locking ourselves out. Again we had absolutely no luck calling/texting/emailing the owner, and were finally advised DAYS LATER that no phone was found at the property, which is impossible. No matter how clean the apartment is, if you STEAL from your customers, it creates a terrible experience for them!
4. Would you recommend this property to a friend or relative?
Never in a million years.
Owner's Response: I think we should make clear, that the customer is upset for losing their phone and that as a result, they have decided to make up bad things which are false to harm us.
For example, the customer service was excellent. They arrived late and did not notify me or answer my calls while I was waiting at the door. They apologized and i was never upset and told them it was absolutely no problem they arrived late and kept me waiting.
The same evening, they called me because they had an issue with their keys and I immediately drove back to the apartment just to find out that they had no problem and could continue to access the apartment with the other key as they had 2 sets. They tried the second key and it worked perfect and still didn't call me back to tell me I didn't have to come.
I advised the about supermarkets and places to go when they asked, taking enough time to guide them and talk to them upon arrival.
At last, they called at 6.50am, when they left the apartment. I called back as soon as I woke up. Normally business starting time is 8am, sometimes even 8.30 or 9 so it is normal, nobody could answer their calls at 6.50 and it is not fair to say it took 2 hours to call back without telling the full version of the truth.
At last, I told them, we had a cleaning staff and that i would ask the workers if anyone had found the phone. Nobody can guarantee they actually left the phone in the apartment or if they lost it elsewhere and if so, there is no way to find out which employee of our cleaning staff kept it to him/herself.
At last, a few days later (apparently because the phone was locked) we received the phone anonymously from one of our cleaning staff members and emailed the customer to ask for their address and also to pay the shipping fee to send the phone. We never received an answer, possibly because the phone is now useless due to the security lock and disabling of the iphone.
The guests left the apartment in a dirty condition, not even taking out their trash and leaving the kitchen full of empty bottles. Assuming they really left the iphone in the apartment, it is obvious they intended to leave the apartment in such bad condition regardless of being upset about the phone issue, something they came to see afterwards.
Helpful votes: 2/3
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