Keysleeps Reviews 7

If I could give minus stars I would. Key Sleeps is hands down one of the worst and most unprofessional places I've ever had to deal with. First, they encouraged me off the Airbnb platform saying the property was only available directly and that's where all the problems started. They increased the price by £400 after one month. After taking our money for the next month they told us we had to leave 17 day early. It's since been impossible to get my money back from them. To make matters worse, there are rats, mould and infestations in their property that they don't seem to care about. The property is nothing like it looks on the pictures and is in desperate need of work.

Warning: Stay away from this host — they work with a group of scammers. They’ll give you a property with broken items and then disappear. They promise a full refund but never actually provide it. My 9 month old baby didn’t even have hot water for a bath, and every time I called, they gave a different excuse. Do not book directly with them — if you have any problems, they will never give you a refund. Always book through Airbnb or another secure, trusted website for your safety.

The studio flat I booked in Southend was supposed to have TV and WiFi which it did, but neither of them worked most of the time despite endless rebooting. The flat was dangerous as the large shower tray was completely smooth and very slippery when wet. There were no grab rails or anything to hold onto or a shower mat. Added to that the water poured over the lip onto the bathroom floor.

The fridge could only be accessed from the side by crawling under the breakfast bar. I repeatedly banged my head. It is beyond belief anyone could design it that way. I'm over 70 and suffer from osteoporosis and had I known these 2 safety problems I would not have booked it because of the risks to myself. There was a heatwave when I was there so the fridge was vital.

The paint is flaking off the window reveal onto the bedside table and at night was dropping into my glass of water.

There is no dishwasher and no draining board so water drips onto the floor.
The only chair is not big enough for 2 people, even though the flat is offered for 2.

I could see no evidence of fire precautions, extinguishers, escape routes alarms etc. which for a second floor flat is very concerning and I doubt meets regulations. One exit door wouldn't open because of a large dumpster wheely bin in front of it. Cold water pressure was almost non exisitent.

The front flat door bangs onto the pendant light fitting which is too - low why! Fix it.

Fortunately I survived all these issues in the week that I was there, but I was greatly inconvenienced.

It could be a nice flat but because of all the above, it wasn't as advertised and therefore I should be offered some compensation for all my wasted time, inconvenience and sleepless nights in fear of a fire.
So far Keysleeps have ignored me and my review has not been put on air bnb.
Be warned. I won't be risking my life with them again.

Rented a flat and paid 1200 pound. 14 days later they emailed and said, the flat has been taken over by another company. The new company will not confirm my booking unless I pay again. I will and cannot pay over a 1000 grand again, until I’ve gotten my refund. Sure most people Can understand my concern about transferring the amount again. It’s been 2,5 weeks since they cancelled my stay, and I still have no refund from Key Sleeps, which btw is owned by The Right Property Group. And Im now stood here with no money, and no place to stay during the Summer. Plane tickets already bought as well. Have I just lost 1200 pounds?

Disappointing experience. Our Airbnb booking was cancelled and I was told the property had been taken over by another property management company. I was assured that I could rebook with them and I wouldn't lose my booking. However, the other company insisted that they weren't managing the property either, and so I spent all morning going between the two trying to find a resolution. Eventually I had to book elsewhere as I wasn't getting anywhere with either party and our trip is next week. Not sure which one of the companies is truly at fault but I shouldn't have had to chase this up myself, there should have been better communication between the two. A little ridiculous, honestly.

I recently had a great stay with Key Sleeps, the team were helpful and gave me a good rate. I needed some help with wifi during my stay and the team were responsive and got it sorted straight away. I reccommend contacting them!

You only find out how good a company is when something goes wrong....

Every single one of my reservations has gone wrong and I've made several reservations with them since last year; from putting me in the wrong apartment, double bookings, being locked out the apartment from the cleaner, telling me I dont have to pay the £35 waiver fee if I make another reservation within 2 months and then going against their word, stating I would get the best price if I book direct with them and then charging me the same price or more then the price thats on their website…..

This last reservation was the straw that broke the camels back. They clearly double booked me and moved my reservation without asking me if this was ok when they’ve known since last year that I have mobility issues and cant be on top floor apartments. I was booked into a 2 bed apartment and they moved me into 2 x 1 beds on the top floor and sent me another invoice for payment when I had already paid, smh. They left me no choice but to cancel my booking and assured me I would get a full refund. It took over a week to get a refund and I finally got it on Friday at 4:30pm?!?!

My refund should have been processed last week, or been expedited - but no one chose to do that. No one chose to run around trying to fix the issue that was caused by them. I wasn’t even offered a discount for a future reservation! And Bethan the manager only added to my stress. No empathy or sympathy, just patronising emails telling me to be patient and trying to palm the issue off to make it seem like I'm the one who is confused.

Theres been a huge lack of customer service and accountability from Key Sleeps and I will NEVER be booking with them again!

PS: Google 'Key sleeps reviews Facebook' and you can see all the other poor reviews they have received from other guests. They havent even got 1 five-star review!