2/10 Terrible
Karen
Viaje de negocios, Viaje familiar
5 ene. 2026
Le gustó: Limpieza y condiciones de la propiedad
No le gustó: Servicios
Title: Locked Out in Heavy Rain - Then Charged for Their Error
We stayed at this Richmond property and were unable to access the apartment due to a non-functional lockbox code provided in writing by the host.
The code supplied did not open the lockbox.
Multiple attempts were made, and two independent passers-by also tried and confirmed the code was not working.
After waiting 1 hour and 45 minutes in heavy rain, a staff member was sent.
He used a different code, then reprogrammed the lockbox on the spot before allowing entry.
Despite this, we were later charged a $150 call-out fee, with management claiming the original code was correct and relying on a video recorded after the lock had been altered as “proof.”
Our requests for a refund were denied.
This was not a guest error.
It was a failure to provide basic access — followed by an unreasonable charge and refusal to take responsibility.
I strongly recommend future guests confirm access arrangements in advance and be cautious if issues arise, as responsibility may be shifted to the guest regardless of circumstances.
Karen
Se hospedó 2 noches en noviembre de 2025