AirKeeper insist on a copy of your drivers licence and credit card which is an outrageous demand on top of secure identity and payment assurance provided by Booking.com. You can be certain AirKeeper w... Näytä lisää
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Emme tarkista arvosteluissa esitettyjen väitteiden paikkansapitävyyttä, sillä arvostelut ovat arvostelijoiden omia mielipiteitä. Arvostelu voi kuitenkin saada Varmennettu-merkinnän, jos pystymme todentamaan, että arvostelun kirjoittaja on asioinut yrityksen kanssa. Lue lisää
Alustan luotettavuuden varmistamiseksi kaikkien arvostelujen – varmennettujen ja varmentamattomien – on läpäistävä automaattinen seulonta, joka on käynnissä kellon ympäri. Järjestelmä tunnistaa ja poistaa ohjeistustemme vastaisen sisällön – myös arvostelut, jotka eivät perustu aitoon asiointiin. Tiedostamme, että asiattomia arvosteluja saattaa tästä huolimatta päästä läpi. Voit tehdä meille ilmoituksen mistä tahansa arvostelusta, jonka uskot jääneen meiltä huomaamatta. Lue lisää
Katso, mitä arvostelun kirjoittajat sanovat
Our Nelligen apartment managed by AirKeeper was just what we needed to spend quailty family time away. Loved the water view from the apartment and modern furnishings. The beds were very comfy and the... Näytä lisää
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We booked Apt 3917 in Apts 108 of 70 Southbank through Airkeeper and AirBnB. In response to asking for an iron and ironing board we were lied to, promised the owners were onto it and then told it was... Näytä lisää
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Fantastic location, easy to find, and perfect for a peaceful family getaway in Canberra. We attended the drone show and could watch it from the balcony the next day. Thanks to AirKeeper for keeping us... Näytä lisää
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Yrityksen kirjoittama
Founded in 2016 in Sydney, Australia, AirKeeper has rapidly evolved into a prominent player in the short-term property management industry. Our journey began with a mission to redefine the short-term rental experience for property owners and guests alike.
Yhteystiedot
Sydney, Australia
- airkeeper.com.au
2,8
Keskitasoinen
87 arvostelua
On vastannut 100 %: iin saamistaan huonoista arvosteluista
Vastaaminen kestää yleensä yli kuukauden
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Thoughtful and proactive
This high caliber Air B&B property management agency went to great lengths to make sure my best interests were taken into consideration during the on boarding process.
15. maaliskuuta 2026
Oma-aloitteinen arvostelu
My property was broken into and the managers did nothing but stress me out
Just to be clear, I’m an owner who used this property management service on my apartment for my inner city apartment in Melbourne for 12 months, and I’m severely dissatisfied. I paid for a deep clean prior to the Airbnb listing, yet the cleanliness when I returned was extremely poor. There was hair everywhere, floors that hadn’t been properly vacuumed or mopped, trash left on the floor, coffee spilt on one of my walls, and even dishes that had been put away while still dirty.
On top of that, my property was broken into. A bicycle worth over $600, tools, and a large container of expensive items and some documents that are irreplaceable were stolen. Despite this, the hosts didn’t take responsibility or provide meaningful support with authorities or insurance.
While their communication was usually prompt and my payments were consistently on time, I couldn’t get a single staff member to manage the break‑in issue. I ended up speaking to several different people, none of whom seemed fully aware of the situation. This made everything far more stressful, especially since I was overseas at the time and limited in what I could do.
It was also clear that they prioritised guests with longer stays, which reduced their own operating costs and increased their profit margin—but ultimately reduced my own profit as the property owner.
Overall, the experience was deeply disappointing, and I wouldn’t recommend this service to other owners. I will need another Airbnb manger in 12 months time and will be seeking another property manager.
12. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Thank you for taking the time to share your feedback. We genuinely appreciate you acknowledging that communication was generally prompt and that payments were consistently made on time.
We would, however, like to clarify a number of points raised in your review to ensure accuracy.
Regarding the break-in, the area affected was a storage cage located within the building’s car park, not the apartment itself. Prior to commencing management, we were not advised that personal items were being stored in the cage, nor were we instructed to monitor or manage that space as part of our service.
We were informed by the building manager that the cage may have been accessed. When you later advised that items had been stolen, we requested a list of the items and asked for permission to access the storage cage to verify what was missing so that we could properly assess and potentially support an insurance claim. Unfortunately, we were not granted access to inspect the cage, and without being able to verify the claim or confirm the contents, we were unable to responsibly lodge an insurance claim on your behalf. We also noted at the time that some items listed as stolen appeared to still be present within the cage, and the bicycle referenced in your review was not included in the original item list provided to us.
We understand how distressing it is to experience theft, particularly while overseas. However, without access to the storage area or verification of items, our ability to take further action was limited.
In relation to cleanliness, we do apologise for any concerns upon your return. The property did receive an initial deep clean prior to listing. Throughout the 12-month management period, we recommended six-monthly deep cleans as standard best practice for short-term rentals to maintain presentation standards, however this recommendation was declined and only one deep clean was carried out during the year. That said, we always aim to uphold high cleaning standards and regret if the property did not meet your expectations at handover.
With respect to longer stays, our booking strategy is always focused on optimising net return to the owner based on market demand, occupancy risk, and seasonality. Longer bookings can reduce vacancy gaps and operational costs such as changeover cleans, but they are only accepted where they support overall revenue stability for the owner.
We are sorry that your experience did not meet expectations. We wish you all the best with your future management arrangements and genuinely hope the property performs well moving forward.
All the best,
The AirKeeper Team
Spent an anniversary weekend at…
Spent an anniversary weekend at Faulconbridge and the location was appropriate to our quest. It was peaceful and confidential which we liked and the set up rendered stay comfortable.
19. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Thank you for your review. It is great to hear that Faulconbridge provided a peaceful and comfortable setting for your anniversary weekend. We look forward to hosting you again in the future.
All the best,
The AirKeeper Team
Our Nelligen apartment managed by…
Our Nelligen apartment managed by AirKeeper was just what we needed to spend quailty family time away. Loved the water view from the apartment and modern furnishings. The beds were very comfy and the outdoor area with a BBQ and pool made the trip.
15. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Hi Rosie,
Thank you for your lovely review. It is great to hear that the Nelligen apartment was perfect for your family getaway and that you enjoyed the water views, modern furnishings and outdoor area. Your feedback is truly appreciated.
Kind regards,
The AirKeeper Team
Don't trust AirKeeper with your personal data
AirKeeper insist on a copy of your drivers licence and credit card which is an outrageous demand on top of secure identity and payment assurance provided by Booking.com. You can be certain AirKeeper will run for the shadows when they inevitably lose our precious data. Avoid them like the plague!
30. joulukuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Dear Mike,
Thank you for your feedback.
Identity verification and security procedures are in place to protect both property owners and guests. While booking platforms conduct their own verification processes, short term rental operators also implement additional measures for security, risk management, and fraud prevention.
We are professionally partnered with major booking platforms and our verification process is approved in line with their requirements. Unlike hotels, where identification is verified in person at reception, short term rental operators do not meet guests onsite. For this reason, the verification process is completed securely online prior to arrival.
This requirement is clearly stated on the listing prior to booking and can be found under the terms and conditions. All information provided is stored in line with PCI compliance standards and is automatically deleted 14 days after check out.
These measures are standard practice across the short term rental industry and are designed to ensure a safe and secure experience for all parties.
Kind regards,
The AirKeeper Team
They Over rule other platforms regulations and cancellation policies
I had a booking through Agoda for the “2BR Apartment in Parkville Steps from Royal Park,” which was managed by AirKeeper. Immediately after booking, I received a message from AirKeeper demanding that I complete a “guest registration” on an external site (HomHero). This registration required me to upload both my photo ID and a photo of my credit card, despite the fact that all payments had already been processed securely through Agoda.
Naturally concerned, I contacted Agoda support. Agoda confirmed the payment was already complete and specifically advised me not to submit my full card number or CVV outside of their secure system. I agreed to share my ID but not my card details.
AirKeeper then responded that if I did not comply fully, they would not send me check-in instructions, and that I should cancel the booking if I wasn’t willing to provide everything they demanded. This put me in a position where I had no choice but to cancel.
Their practices override Agoda’s own policies, create unnecessary risk for guests, and expose customers to potential unfair charges. After researching further, I discovered numerous other reviews describing the same behaviour from AirKeeper.
In my opinion, this is a deeply untrustworthy and unsafe company to deal with, and I strongly recommend avoiding any property managed by them.
2. syyskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Dear Ma,
Thank you for taking the time to share your experience.
All reservations managed by our team are subject to a standard online guest verification process prior to the release of check in details. This process is clearly stated on the listing before booking and forms part of the agreed terms and conditions. It is in place to meet compliance, insurance, and fraud prevention requirements.
We are professionally partnered with major booking platforms, including Agoda, and our verification process is approved in line with platform requirements. Unlike hotels, where identification and card verification are completed in person at reception, short term rental operators do not meet guests onsite. For this reason, identity and card verification are completed securely online prior to arrival.
All information submitted through our secure system is handled in accordance with PCI compliance standards and is automatically deleted 14 days after check out. We do not retain full card details outside of secure, encrypted systems.
Unfortunately, in this instance it appears Agoda customer support may have provided incorrect guidance regarding our verification requirements. This has been raised with our Agoda account manager to prevent similar confusion in the future.
Where the required verification is not completed, we are unable to release check in instructions, as the process must be finalised prior to arrival.
Kind regards,
The AirKeeper Team
Do not use any property managed by AirKeeper.
Air Keeper are agents, they are not the property owners.
Their "rules" they impose are made up in the sense they are probably untested under NSW Consumer Laws.
But sadly agents are chosen by some owners to manage their rentals.
If you cannot avoid using them make sure you have change of date or cancellation insurance as this company is completely inflexible when you request any changes.
In my case a three-day break with my family was affected by two elderly members being in a car accident.
Their car is undrivable so we requested a change of dates - to a time when the chosen property was free and actually would have charged us less.
A two week delay in the booking- sadly their unsympathetic and greedy response was to baldly state " Too late , no changes are allowed".
Even thought the property was free and they would get a better payment for the alternative period.
Appeals to their staff then led to deceptive behaviour!
Their staff were contacted on a Sunday and we were informed their managers only worked on Monday - Friday.
I asked for a manager to consider this request and to reply then.
Instead of this occurring another customer service representative chose to send an email almost immediately after my request stating they had reviewed and my case and no alterations was possible.
Poor service, deceptive behaviour.
Agents acting in this manner are parasitic to the tourist industry and such agents need to be avoided as the properties they manage will have inflated charges too!
29. elokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Dear David,
Thank you for taking the time to share your feedback.
First and foremost, we sincerely hope your family members are recovering well following the accident. We understand how stressful unexpected situations can be.
As the appointed managing agent, we administer bookings in accordance with the cancellation policy selected at the time of reservation through the booking platform. These policies are visible prior to confirmation and form part of the agreed booking terms. While we appreciate that circumstances can change, we are required to apply the policy consistently and fairly across all reservations.
We do have management support available seven days a week, and our team is able to respond and escalate matters as required. In this instance, your request was reviewed; however, alterations were not able to be approved in line with the applicable booking conditions.
For this reason, we strongly recommend that guests take out domestic travel insurance when booking, particularly for family travel, to provide protection against unforeseen events such as illness or accidents.
Kind regards,
The AirKeeper Team
Fraudulent service
I am absolutely disgusted with Airkeeper's service, requiring copies of credit cards and license details when this has already been provided through booking.com. I booked through booking.com which has full security and advise never to provide personal details to individual bookings, however Airkeeper wont allow us into the property unless we send them our credit card and license - they dont even have an option for sighting it. I have paid in full on booking.com and airkeeper wont refund it even though they are the ones that wont allow access to the property. NEVER have I had this experience with the many, many bookings I have made through booking.com or airbnb or any other provider. This is complete tone deafness to the many scams around today. So close to a $1,000 held hostage by Airkeeper unless I send them copies of my personal details which I do not feel comfortable with at all. And, the booking started yesterday. Absolutely dishonest and disgusting behaviour.
22. elokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Dear Lorraine,
Thank you for sharing your feedback.
We understand that requests for additional verification can feel concerning, particularly given the prevalence of online scams. However, the guest verification process is a standard requirement for properties managed by our team and is clearly outlined on the listing prior to booking under the terms and conditions.
While booking platforms such as Booking.com process payments securely, short term rental operators are required to independently verify guest identity prior to releasing access details. Unlike hotels, where identification and card verification are completed in person at reception, short term rental properties do not have onsite check in. For this reason, verification is completed securely online before arrival.
We are professionally partnered with major booking platforms, and our verification process aligns with platform. All information submitted is handled via secure systems in line with PCI compliance standards and is automatically deleted 14 days after check out. We do not retain card details outside of encrypted systems.
Where the required verification is not completed, we are unable to release check in instructions. This process is applied consistently across all bookings.
Kind regards,
The AirKeeper Team
charming stay in the blue mountains
We had a charming Airbnb stay in the Blue Mountains with friends, managed by AirKeeper. The team was responsive, followed up throughout, and delivered excellent service! 🫶 They even confirmed a late check-out, which was perfect after plunging into icy waterfalls and needing a warm shower before heading home. I’d definitely recommend it, and will be staying with AirKeeper next time!
19. kesäkuuta 2025
Vastaus yritykseltä AirKeeper
Thank you for your review.
The AirKeeper team
Great service
Great service, rent price was actually lower than expected, early check in with clear instructions and everything inside the property was great!
21. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Thank you for your review.
The AirKeeper team
AirKeeper called me (guest) to cancel…
AirKeeper called me (guest) to cancel the AirBNB booking threatening that if I didn't cancel, there would not be any refund or stay. They attempted to scam thousands of dollars out of me. Beware of AirKeeper. I had to call AirBNB, showing them proof that AirKeeper asked me to cancel to get refund.
21. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Hi John,
Thank you for your feedback. we’ve looked into our records but unfortunately, we’m unable to locate your booking under the name provided.
If our team did request a cancellation, this may have been due to an urgent maintenance issue that made the property unfit for a guest stay, something we always aim to avoid, but when necessary, we follow the appropriate procedures to ensure guests are not left out of pocket.
In such cases, we always notify Airbnb and work with them directly to ensure a smooth process for our guests. It’s possible the team may have mentioned that a guest-initiated cancellation could be quicker in some situations, but this should never have come across as a threat or pressure.
We’d really like to investigate this further to ensure the right steps were taken and to improve our training if any part of our process wasn’t followed correctly. If you're open to it, please reach out to us directly with more details so we can assist.
The AirKeeper Team
Do not trust Airkeeper
I let my property through Airkeeper, worst experience ever, cupboards damaged, place not cleaned properly, no inspections done. Apartment was rented out at below market rates so they could get commission, refused to communicate and a huge exit fee if you remove your property from their system - zero stars.
9. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Thank you for taking the time to share your experience. We’re sorry to hear that your expectations weren’t met.
To clarify, exit fees are only applied if the minimum contract term of six months is not fulfilled or if the required notice period is not provided. In such cases, administrative fees may apply, and cancellation costs may also be incurred, particularly for upcoming reservations. These are in place to protect guests from last-minute cancellations and ensure a smooth transition.
We take concerns around property condition, cleanliness, and communication very seriously. Our team is committed to conducting regular inspections and maintaining high cleanliness standards. We’d appreciate the opportunity to review your file in more detail to understand what may have occurred.
In regard to pricing, we use a dynamic pricing model that adjusts nightly rates based on real-time market conditions. This includes comparisons with similar properties in terms of size, amenities, and location to remain competitive. It’s also important to note that AirKeeper only earns commission based on the nightly rate, so renting a property below market value is not in our interest, as it significantly reduces our income while increasing the workload. Our goal is always to optimise both occupancy and returns for our property owners.
That said, we’re very sorry to hear about your experience. We work extremely hard every day to be the best company we can be.
The AirKeeper team
Do not use this company to manage your property.y was only interested in…
This company was only interested in their own benefit. As a property owner, Airkeeper did not help me at all. Their costs were exorbitant
31. maaliskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Thank you for your feedback. We’re sorry to hear that your experience did not meet expectations.
AirKeeper operates on a transparent management fee structure. Any additional costs, such as maintenance or repairs, are only applied after receiving owner approval, and only when necessary to maintain the property or resolve guest concerns. These actions are always taken in the best interest of both the property and the guest experience. We aim to communicate clearly with owners before proceeding, wherever possible.
Additionally, we’ve expanded our team to provide stronger support for both our property owners and guests, ensuring quicker response times and more tailored assistance.
We truly value our relationships with property owners and are committed to maintaining a fair and mutually beneficial partnership. If you'd like to discuss your specific case in more detail, we’d welcome the opportunity to review it with you.
The AirKeeper team
I recently booked a stay with…
I recently booked a stay with AirKeeper, and it was an amazing experience! Their support team was quick to respond and even available late at night, which made everything so much easier.
The property was well-maintained and spotlessly clean, exceeding my expectations.
I also appreciated how smooth the self check-in process was. I received the instructions a day before arrival, making everything hassle-free.
Overall, a fantastic stay, and I would definitely book with AirKeeper again!
5. helmikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Thank you for your review.
The AirKeeper team
Cockroach infested property, no customer service
I checked into a cockroach infested property that they provided. I raised my concerns and they sent a pest control team round, which did not fix the infestation. They refused to refund me and took days to reply to my messages about the issues. With 2 nights left of my booking, they offered to refund me for any unused nights, which was completely redundant. They had deliberately waited to offer this to me when it was no longer of particular use to me. I am disgusted with the conditions of the property and how unhelpful this company was.
2. helmikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Hello,
Thank you for taking the time to share your experience. We’re truly sorry to hear about the issues you encountered during your stay, and we apologise for the inconvenience caused. Guest comfort is our top priority, and it’s clear we fell short this time.
We regret that the pest control measures did not resolve the issue promptly and that our communication was delayed. We understand how frustrating it must have been, especially when the refund for unused nights was offered at a time when it no longer met your needs. Please know that your feedback is taken very seriously, and we are currently reviewing our processes with both our pest control provider and our customer service team to ensure improvements moving forward.
Thank you again for your feedback.
The AirKeeper team
Be careful they may cancel on you.
Booked accommodation through Airbnb not realizing it was attached to AirKeeper. Had to send them a whole lot of information including photos of my drivers License before they would confirm booking.
Ten days prior to my booking they sent a message to say they were cancelling our booking. Apparently the owner was withdrawing from their services (can now understand why!)
AirKeeper showed no sympathy, offered no solutions and simply did not care. The booking was specifically done for a 50th birthday with multiple family members coming in from all directions. I had booked other things (massage, chef) and paid deposits that were non refundable. They just didn’t care.
When I questioned them on their complaints policy and who I could talk to they said to go through the Airbnb app. Clearly no avenues for complaints or responses. I tried to complain through the app as requested but with no response.
I also asked why a cancellation could occur so close to a booking and what kind of policy they had with home owners. Appears to be none.
They did process a refund but as the amount I paid was around $3000 I just don’t have the spare funds to rebook anything while I’m waiting the time for it to be processed. What’s worse is they took the final payment of $2500 on the day they cancelled. When asked about this they just said it was automated. Doesn’t help me any.
AirKeeper should be ashamed of themselves and the so called service they offer. I will never book through them again and in fact will reconsider using Airbnb now as well. Airbnb you really need to look at this service being attached to your name!
Steer clear of booking anything attached to this company.
14. helmikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Dear Carolyn,
Thank you for your feedback. We understand that providing identification can feel like an extra step, and we apologise for any inconvenience this may have caused. As we offer self-check-in, we follow a process similar to hotels, requiring the booker’s ID for security and verification purposes. That said, we are currently reviewing our procedures to ensure they remain as seamless as possible while maintaining the safety and integrity of our stays.
We regret that your experience did not meet expectations. As your booking was made through Airbnb, all payments are processed directly by them, and we have no control over when they are charged or refunded. We understand that the timing of the payment and cancellation was frustrating, especially given your planned celebrations, and we acknowledge the inconvenience this caused.
Regarding the cancellation, while we do our best to ensure all bookings proceed as planned, property owners retain the right to withdraw their homes from rental at any time. While we have a notice period in place, there are situations where we may need to return a property within a week. Unfortunately, in this instance, we did not have a suitable alternative available, and we sincerely regret the impact this had on your plans.
As per Airbnb’s policies, cancellations and complaint resolutions are managed through their platform, which is why we directed you to their support team. We regret that this process felt unsupportive, as we always strive to assist our guests within the platform’s guidelines.
We appreciate your feedback and will take it into consideration as we continue to improve our services. While we understand your frustration, we hope that in the future, we may have the opportunity to provide you with a better experience.
Best regards,
The AirKeeper Team
Spectacular River & Beach Views Melbourne
We stayed at Spectacular River & Beach Views accommodation - managed by Airkeeper.
I would recommend to whomever really owns this property that they find another property management company.
Airkeeper are doing you no favours.
The Unit was lovely, spectacular views but Airkeepers' no care factor and attitude to looking after guests is at best terrible. Initially we had no hot water. Complained to Airkeeper and was told they would be in touch by phone or email to rectify the situation. We thought it may to take a few hours to warm up but after 24 hours we basically only had a dribble of tepid warm water with no pressure and as soon as you added a hint of cold to improve pressure it would go straight to freezing. Contacted Airkeeper again and was told to get in touch with Building Maintenance ourselves and was asked what we had done to try to rectify the situation before calling them. Thought that would be their job? Then they denied having any record of our first call.
Very poor service. Felt like Call centre mentality with "its the next shifts problem".
7. helmikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Hi Sharon,
Thank you for your feedback. We sincerely regret that your experience did not meet expectations and appreciate the opportunity to address your concerns.
Firstly, we want to assure you that all of our team members are directly employed by us, and we take guest concerns very seriously. We have investigated why we were unable to find your initial call and have addressed this issue with our service provider.
Regarding the hot water issue, unfortunately, the system in this building is located in a restricted area, and only Building Management has access to it. As we were unable to reach them at the time of your report, we asked if you could inquire with them directly to help expedite a resolution. We understand this was not the ideal solution and sincerely regret the inconvenience it caused.
Following further follow-up, Building Management confirmed that they arranged for a plumber to resolve the issue. To prevent further disruptions, we blocked the calendar for nearly a week to ensure the issue was fully resolved. The plumber has since replaced the valve, and the hot water system is now fully operational.
We truly appreciate your feedback, as it helps us improve our service. While we regret the challenges you faced, we hope you were still able to enjoy the beautiful property, and we would love to host you in the future under better circumstances.
Best regards,
The AirKeeper Team
Don’t stay at Apt 3917 of Apts 108
We booked Apt 3917 in Apts 108 of 70 Southbank through Airkeeper and AirBnB. In response to asking for an iron and ironing board we were lied to, promised the owners were onto it and then told it wasn’t provided for safety reasons. Great customer experience being lied to. The apartment was very cheap and nasty and is typical of the low standard AirBnB allow. Strongly advise against using Airkeeper or BnB.
23. tammikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Dear Rosie,
Thanks so much for sharing your feedback. We’re really sorry to hear about your experience. However, after checking our records, we don’t manage Apt 3917 or Apt 108 on Southbank, and therefore we weren’t able to find your reservation in our system.
We’d love the opportunity to investigate this further and assist in any way we can. If you’re able to email us the details of your experience, we’d really appreciate it and will do our best to help.
Thanks again for bringing this to our attention, and we hope to hear from you soon.
Best regards,
The AirKeeper team
Week in Melbourne at SkyHaven
Picking keys up from an EZY mart in the city was just the start. After our disjointed, unprofessional and inaccurate information provided by your staff on several occasions upon checking in on Tuesday 14th January, we have decided to provide you with information you desperately need to be aware of. Obviously the actual owners have no idea how the poor maintenance has continued to hold the property in a below average state compared to the highly rated advertised promotions. We decided to take detailed.pictures of the place before we even unpacked on the 14th January to basically safe guard ourselves from your business after the check-in drama for an hour we encountered again from inaccurate information.
We found;
- the aerial panel and connections are pulled out from the wall exposing wires
- no plug attached to the sink in the main bathroom
- bathroom cabinet's in both spaces ate out of alignment and do not close
- no extraction of steam during the shower which is starting mould in the corner of the shower and bathroom mirrors have to be wiped down along with opening the door to be able to
de-steam the bathroom
-one side of the powerpoint inside the cabinet does not work
- old grout sticking out in both showers where a railing or shower shelf must have been
- ensuite shower has an exposed stainless steel section on the stem
- bedroom without ensuite has a broken lamp but electricity is still working
- bed is so squeaky and one of the slats is broken
- found silverfish on the wall near the wardrobe
- main bedroom (with ensuite) lamp does not work
- iron came crashing down on my friend when she went to grab another pillow from the top shelf of the wardrobe, not impressed why you would store an iron up so high up and so no one could see it.
- lounge is so badly stained with water and food stains all over each part of it
- the ratten mat is torn is so many areas and we actually moved it further underneath the lounge so we wouldnt trip on it
- fake flowers and plants are dusty....suggest get rid of them
- cane plantholder is badly torn and ripped near the dining table
- lots of dark scuff marks across several of the lounge room walls
- pots and frypans have the coating missing from them which would prevent anyone cooking in them unless you wanted the coating fragments in your food
- fridge was dirty at the back two shelves
- dishwasher seal is mouldy
- entry door does not close on its own and needs to be grabbed firmly to close and lock again with the keys.
We were not made aware of the major construction happening next door and the building shakes several times from this during the week starting from 630am along with the noise of cranes, large excavators and concrete trucks. Maybe you need to inform potential guests of this as it is quite loud and will increase over the next 18 months while they build the next block of apartments next door.We have stayed in Melbourne several times over the last five years usually in the perimeter of the city circle. We decided to choose somewhere a little different and near the river this time which led us to you through Agoda. I was suspicious as to the several demands of a selfie photo at the time of booking, a close up of a credit card and the whole verification process and even Agoda warned me against the selfie photo. I have travelled quite alot using booking accomodation apps and have "never" had to provide a selfie. Even stayz and airb&b only needs a licence and credit card.
Your information regarding the walk from the EZYmart to the Docklands apartment is NOT an easy short walk you state in the email. Many guests arrive by plane and bus to Southern Cross station and actually have luggage. Dragging them up and down the direction from EZY mart would be a stretch for anyone along busy Collins St. Maybe try the actual walk yourself sometime. If they had a car there is nowhere to park near the EZY mart either so again, how do you expect your guests to collect keys, maybe leave their travelling companions somewhere which is what I had to do after being told conflicting information about a cleaner who was still in the apartment at 2.50pm unpacking the dishwasher!
Potential guests, if you have low expectations go for it however, we wont be using this group before and make sure you check your accomodation business like Agoda or Booking.com to see if the venue is a third party business who are very lax with any upkeep of places, service and hospitality, not too mention any financial details.
14. tammikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Dear Naomi,
Thank you for sharing your detailed feedback with us. We genuinely regret that your experience didn’t meet expectations, and we sincerely apologise for the issues you encountered during your stay.
After reviewing our records, we did locate your booking from the 14th to the 18th of January. However, we couldn’t find any phone calls from the number you provided during the booking process, nor did we receive any messages through the platform you booked through or via email.
We truly wish you had reached out to us during your stay, as we would have been more than happy to assist you with the issues you mentioned.
We understand your frustration and we are committed to ensuring our properties are well-maintained. We will certainly look into the points you raised, particularly regarding the maintenance issues you found in the apartment, as we always aim to provide a clean and safe environment for our guests.
Regarding the construction noise, we sincerely apologise for any disturbance caused. While we can’t control external factors like building works, we will take your feedback into account and look into ways we can better inform guests in the future about potential disruptions.
Regarding the key collection process, we’d like to explain that unfortunately, the local council does not permit lockboxes for key pick-up. As a result, we’ve chosen nearby shops as a safe and convenient option for guests to collect their keys. We appreciate your feedback, as we are always looking for ways to improve our guest experience.
We also apologise for any confusion around the check-in process. We strive to make the process as clear and seamless as possible, and we appreciate your input on how we can improve communication for future guests.
Once again, we are sorry to hear that your stay wasn’t as expected. Your feedback is valuable to us, and we will work on addressing the concerns you raised.
Best regards,
The AirKeeper Team
Do Not Trust Airkeeper!
+++UPDATE
Of course, you can’t find a booking under my name—it was made under my parent’s name. That doesn’t change the fact that we arrived at a property with no water, waited for hours with no solution, and were misled about a resolution. We’ve already communicated with your team, and all you keep saying is that the issue was fixed after we left—despite the fact that we were advised by Airkeeper to cancel the booking for a possible refund. Now you’re claiming we left a ‘fully working’ property and refusing a full refund. Your service is completely unreliable, and I wouldn’t trust Airkeeper with any holiday plans.
*** If you’re thinking of cancelling a booking for any reason, remember to contact Airbnb staff before making the move—even if the host tells you to!
•••ORIGINAL COMMENT
Do Not Trust Airkeeper!
I strongly advise against booking any accommodation managed by Airkeeper.
We made a reservation through Airbnb, but when we arrived, there was no water at the property. We arrived around 4:30 pm, and by 5:00 pm, it was clear there was no water. We immediately contacted Airkeeper multiple times, giving them until 6:30 pm to resolve the issue or we would cancel the booking. They assured us someone would be there within 45 minutes to an hour to assess the situation.
We were travelling with a toddler and two elderly parents, all of whom urgently needed to use the bathroom. We also couldn’t cook or leave for dinner. By 6:30 pm, no one had arrived and we hadn’t heard back from Airkeeper, so we called again to inform them we would be leaving and expected a refund. They instructed us to cancel the reservation on Airbnb, promising they would follow up.
We cancelled the reservation as instructed and started searching for alternative accommodation at 7:30 pm. At that time, two men arrived at the property to inspect the water system. When we asked if it could be fixed, they claimed they had no idea what was wrong and couldn’t help.
By 9:30 pm, we found a new accommodation, but Airkeeper never followed up as promised. Since then, we’ve been calling daily to speak with the original customer service representatives, but we are always transferred to a new person who simply blames us for cancelling the reservation.
How is it acceptable for a property to have no water upon arrival?
***Airkeepr never calls back when they say they will, and their customer service is simply unreliable.
20. tammikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä AirKeeper
Dear Kim,
Thank you for sharing your experience with us.
We sincerely apologise for the inconvenience you encountered during your stay. We understand the frustration of arriving at a property and finding it without any working water, especially when travelling with family, and we deeply regret that the situation was not resolved to your satisfaction.
While we understand you had a stay with us, we were unable to locate a reservation under your name for the 21st of January. We would love to investigate this matter further and assist you as best we can. Could you please send us an email with further details so we can look into the situation?
Your feedback is incredibly important to us, and we will use it to improve our customer service and communication going forward. We apologise again for the negative experience and appreciate your understanding.
Best regards,
The AirKeeper Team
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