ArtHaus- Fully Stocked Kitchen and Fenced Yard♡

A terrible experience made worse by awful customer service

1.0

Had enough rooms for me and my 2 guests.

− DO NOT BOOK WITH THIS COMPANY. Terrible experience all around and the most insulting customer service I have ever experienced in my life. We booked the “ArtHaus” vacation home through Booking Com and at first it was fine. The home itself was nice enough (though it was not worth the price given the uncomfortable bedding and depressing lighting and sketchy neighborhood). The real problem was that on the second night of our stay the smart lock ran out of battery and would not function. After waiting to get through to their customer service, they provided a code to the lock box. However, the lock box would not open despite dozens of attempts — we tried every possible method but it would not budge so we were left outside late at night in an unfamiliar and sketchy neighborhood. Their service operator seemed avoidant to send someone to us and only did so after we complained multiple times that the lock box would not open. However, the maintenance person only arrived after almost THREE HOURS since the problem first occurred. We had to simply wait next to the street while we received very few updates as to his arrival time. Eventually the maintenance person arrived and admitted even he could not open the lock box. Instead he gave us 2 keys to get into the property. He could not fix the smart lock or the lock box so we had to rely on these keys for the rest of our stay. During this time the only compensation we were offered was a pizza, but we had already eaten. There were very few apologies and even those were half hearted. The person handling communications through the app didn’t even seem to know that we had gotten the maintenance person to give us keys, as they asked us THE NEXT DAY to send a video of the issue. Apparently they thought we hadn’t even gotten into the house the entire night? What? The worst part though was that when I mentioned my frustration after the trip and requested a refund for just that night, they refused to offer me ANYTHING.