2/10 Terrible
Verified traveler
Traveled with family
Oct 29, 2022
Liked: Room comfort
Nice flat, poor customer service
Such a shame - really spoiled our two night family trip (6m + 6yo) to Ghent
Arrived at the flat at 16:00 - door codes that were sent by Smartflats were incorrect - ones given by Hotels.com in a separate email were.
Flat was nicely furnished, spacious, and well-situated. Was reasonably clean but the floors needed more attention as well as behind furniture.
Dropped off our bags and headed out to explore the city and returned at around 20:00 with two tired children.
Boiler was not working and had an error code but due to the time we filled the bath up with kettles and went to sleep.
Reported the issue at 07:56 the following morning and a response was sent at 08:04 saying it had been handed over to the facilities team! Great I thought, very efficient and would be fixed on return. Got back at around 15:00 with housekeeping attended but boiler still broken. No calls, no texts, no emails! Sent another email asking for an update but no response. Went out for dinner and again returned hopeful - but nothing. Checked out the day after expecting a courtesy call or SOMETHING from Smartflats - alas nothing. Kettles for the kids but myself and the wife remained unshowered.
Incredibly poor customer service - certainly would not be looking to use them again. Will be submitting a formal complaint - maybe they will respond??
Verified traveler
Stayed 2 nights in Oct 2022