Rock in Share - Airbnb Concierge / Nancy

This is a property management co. for property-owners and investers. The “automated” platform seeks to remove human interaction and is plagued by bugs, ironically creating more interactions. Many of my calls, emails and messages have gone unanswered, promised morning dropoff of missing listed items didn’t occur until reminded, again, at the end of the day. There is contradictory information coming through the platform, the whatsapp and the email contacts, which are manned by various unidentified staff (except for “Kevin”), who only respond during office hours from 10-6pm. There seems to be faulty in-house communications resulting in essential items missing at checkin and an overall sense of uncertainty and insecurity from fear of being locked out of the unit at night given the finicky keyless entry. Their responses typically put responsibility on the guest and next to no solutions are proposed. They repeatedly signified that the problems were my doing/reading/clicking/understanding things wrong, while repeating that their service was “haut de gamme”. By the end of my stay, I had spent way too much time problem-solving for them, felt exhausted and gaslit, which is quite the opposite of what you would expect from a vacation rental service. The platform’s recent reviews are not representative of customer experience; for example: the link that was automatically sent for reviewing the unit after our stay was a dud, as was the link for the checkout instructions. They requested on April 2 that we cancel the Annexe de Stanislas unit (booked on March 11 through Abritel for our April 22-25 stay) because of supposed damage to the unit. They proposed, instead of the “damaged” unit, a supposedly similar unit (1901-T3), which we reserved at their insistence. It turned out that, besides being well decorated, 1901 is on an astoundingly noisy street corner with non-stop traffic, honking, sirens, buses, trucks, motorbikes and shouting day and night; continual din that closed windows did little to dampen. Sun exposure in the living room without curtains or AC made the late afternoon indoor temperature uncomfortably warm, and yet the bathroom heater (which we could not ajust) was (remotely?) set at 28ºC at some point. We asked for solutions to that after receiving numerous automated messages and emails during our stay asking how things were going, yet nothing came of our reaching out. On May 19, we have not yet been reimbursed (and understand now that they are refusing to reimburse) for the first unit that THEY asked us to cancel and which they had assured us would be reimbursed at 100%. We have thus paid for TWO units instead of one because of THEIR claim of damage to the first unit. We did not really sleep for 4 days which really impacted our ability to enjoy what we had traveled so far and planned for so long to see. I had dreamt of this trip my whole life following my Art Nouveau class in Montreal in 1993. To say that I feel let down by Rock in Share is a huge understatement.

Expérience inacceptable. Arrivée anticipée facturée 30 € pour 13h, mais appartement non prêt à l’heure convenue : le ménage était encore en cours à notre arrivée. Parking privé annoncé comme prestation incluse et critère déterminant de notre réservation : finalement indisponible. Aucune solution équivalente proposée. Se garer dans la rue ne remplace pas un parking privé. Communication déplorable : simple message WhatsApp pour annoncer le problème, appels ignorés, absence totale de prise de responsabilité. Les versions données étaient contradictoires et il a fallu insister lourdement pour obtenir des réponses. Nous avons dû nous reloger en urgence, avec des frais supplémentaires à notre charge. Sans l’intervention de Booking, aucune solution n’aurait été apportée. Je déconseille fortement.

Très joli appartement ! Super propre et incroyable accueil. Le logement est situé dans un endroit calme mais proche de tout. Je recommande !

Nous avons passé un séjour inoubliable, la ville de Nancy est magnifique et l'appartement très agréable et fonctionnel. Au pied de la place Stanislas, de la pépinière er de la vieille ville. Que de bons souvenirs nous reviendrons c'est sur. Nous recommandons à 100 %

Nous avons réservé le "Prestige de Poincaré" pour 2 nuits du 11 au 13 janvier 2024. Avec un tel nom et les informations communiquées dans le livret d'accueil, nous nous attendions à un service de meilleure qualité. L'appartement en lui-même est spacieux et bien placé. Cependant, nous avons constaté plusieurs manquements : - propreté : la vaisselle était dégoutante, impossible de prendre n bain dans une telle baignoire, couvre-lit tâché, éponge à jeter, le four sale...etc - pas de shampoing, pas de produit pour lave-vaiselle, pas de torchons, comme indiqué dans le livret - une seule serviette par personne (pas de qualité hôtelière comme indiqué, ou alors d'un F1) - On nous indique "Une surprise pour vous" dans le livret : rien du tout lol - "notre équipe service client à votre écoute 7j/7" : J'ai adressé un message le soir-même de notre arrivée pour signaler des soucis dans le logement : je n’ai eu aucun retour. Bref, à éviter...