The agent contacted us and canceled our reservation just five hours before our scheduled move-in, claiming the property was under repair and had been listed by mistake. When we explained that we had no other place to stay at such short notice, she offered a different unit — but with an additional charge. Because it was last minute and we couldn’t find anywhere else for a group of seven, we agreed to pay the extra fee. However, once we arrived, we realized that the furniture in the substitute unit was clearly inferior to what was shown in the original listing. The kitchen had a strong odor, and a cabinet door was broken and had fallen off.
It took multiple calls, a lot of back-and-forth communication, and an hour and a half of waiting before someone finally showed up. Then, they took us through the basement parking area and let us in through the back door of the building, which made us feel like we were staying there illegally or without proper permission.
To make things worse, a lady knocked on our door with cleaning supplies at 11:00 a.m., even though our checkout time was 12:00 p.m. When we told her we’d move out at noon as scheduled, she didn’t leave but instead waited right outside our door, which made us feel rushed and uncomfortable.
Overall, this was a stressful and disappointing experience that lacked transparency, professionalism, and basic hospitality.
