Poor customer service.
Review Submitted: November 11, 2009
Date of Stay: September 2009
I found I received poor customer service. We had problems with the lack of precedures, especially to do with the desposit. I would recommend you make sure you sign an inventory and also make sure someone signs you out so there are no disagreements afterwards, all this was lacking when we stayed.
The apartment itself, the balconies were great, having an outdoor space in a city was a real bonus. The third bedroom is really small. The bathroom also didn’t have a proper shower, just a bath with a hand held shower. Also I thought the apartment could do with a bit of TLC. Other than these things we still had a great time in Nice. The old town was really lively, with lots of restaurants and bars. The real let down was the lack of customer service, so it really ruined the experience for me.
Owner's Response: 1. Entry/exit times are 4pm/10am. This client arrived at 11.00 am. A procedure form is given to all guests prior to their arrival ie, contact details and a request to phone once they arrive at the airport - the guest forgot to bring the contact number. The agent was thus unaware of her early arrival. The guests husband made the eventual phone call from the UK - the agent was at the apartment in minutes. We apologise for not being mind-readers.
2. The 3rd bedroom is described as a "single" bedroom. Apart from sleeping in it, one wonders what the guest had in mind to do in the bedroom if she was expecting a larger space. She neglected to mention it has great views towards the Nice mountain range.
3. There is a hand-held shower - this is, by any description, "a shower". It takes no great skill to wash oneself and hold the shower - there are brand new apartments on one of the best avenues in Nice where there are baths with hand-held showers. Alternatively take a bath.
4. The apartment was freshly decorated in February 2009, so we are unsure about the mention of TLC. The guest commented that the photos were not like the apartment in real life but when put to task to identify exactly what she meant, she had nothing to say. There are genuine antique Art Deco itmes of furniture etc, so there are no items of cheap tat in this apartment. All the other furnishings were purchased in 2009 (new). We can only imagine that the guest confused "antique" with "old and tired" rather than "quality". This is an original-feature Nice apartment and not a plastic immitation of what someone thinks is old-style.
4. The guests comprised 5 ladies and one or more of them blocked the loo with items that do not shift with an ordinary flushing mechanism. They lost their modest deposit to cover the cost of the agents time and phone calls and the cost of the plumber arriving to remove the blockage. The ladies had pre-notice about not putting items down the loo other that loo paper. This is one of the reasons for taking a security deposit. Saying "sorry" does not pay the cost of the plumbers bill. And, of course, it was always going to be someone else who did it.
5. The guests stated they would be leaving at one time, on a Sunday and gave short notice of wishing to exit at 8.00am rather than the pre-agreed 9.00am. Our supervisor could not alter her time, so there was no exit examination due to the guests time-change and not ours.
We deal with all complaints fully and frankly.
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