Smartflats - Rubens Antwerp

Holiday ruined due to crap customer service. Hours spent over thé phone asking for assistance....with zéro résults. Be aware there is no proper customer service in Antwerp - instead, a third party seems to answer (sometime) phone calls. In case of issues, nobody would come to thé flat to sort it out. We booked well in advance Rubens apar**ent: 2 bedrooms / 2 bathrooms. Instead, we got thé wrong flat, with just one bathroom, on thé fourth floor of a building, with no lift (!). Thé photos on thé website / booking confirmation are misleading: thé apar**ent noted is not what we end up with. Customer service incompétence only created additional issues rather then sorthing them out. Thé medal for stupidity/ incompétence goes to Jessica - the worst of thé 5 customer service représentatives contactéd just on thé 1st day. Thé building / flats would need some TLC. There are plenty of nearby hôtels, with 24 H reception, friedly customer service, better prices (and breakfast included ....We did not find even a bottle of water in thé fridge!) After a month, customer service has not yet contacted us, given an apologo and, most importantly a refund ... Do avoid Smart flats! See pictures attached and compare them with those on thé website ...

Unit was switched. New apar**ent was on the corner of 2 main streets, very loud. I called upon arrival, answering service said someone would call, no call. Received email about the stay, I replied not happy. They said someone would contact me, no contact. Treacherous stairway to upstairs bathroom.

The apar**ent is located very nicely, and easy to access with the code you’ll receive via text or email. Very clean as well, aside from some dead mosquito stains on the walls. Some reviews speak of a mosquito problem; we brought anti mosquito plugs and didn’t get bitten at all. The apar**ent does not look exactly as in the pictures, though it’s a similar space. Bedrooms are quite different, the upstairs bedroom did not have a bed, only a mattress on the floor. I contacted smartflats beforehand to check whether it would really be a bed (because of reviews), and they assured me it would be, so I was very disappointed. Also, the door to the terrace does not lock and can be opened from the outside. It gets quite hot inside because it’s the top floor, so I wouldn’t recommend this apar**ent in the midst of summer. Finally, two days before our arrival Smartflats contacted me to say they couldn’t host us in the apar**ent because of a technical issue, and offerend me a cheaper one, further away from the center. When I checked several booking sites looking for new accommodation, I saw they made this apar**ent available for booking again, for a higher price than I paid. Did not seem very customer friendly. As you can imagine, I was not very amused and called them about it. They apologised and fixed the problem.

A great apar**ent

Wij hebben een nacht in een smartflats geslapen. Dit is ons erg tegengevallen omdat het op het eerste zicht er prima uit zag. Het appartement is niet goed schoongemaakt en vloeren zijn heel erg vies. De douche deur is kapot en de handdoeken hadden vieze vlekken. Waardoor de douch deur kapot is en het water niet goed wegliep stond de badkamer helemaal blank. Je kon goed zien dat andere mensen dit probleem ook hebben gehad aangezien er schimmel op de vloeren ligt en alle plinten verrot zijn. Matrassen zijn best wel vies. Zoals beloofd zou er wifi zijn in het appartement maar dit werkte niet en is er ook niet. Appartement klinkt heel erg hol en gehorig. Bedden lagen prima en je hebt veel ruimte in het appartement.

Appartamento posto in una posizione centralissima e comoda per raggiungere il centro città e tutti i punti di interesse di Anversa. L'appartamento posto al terzo piano senza ascensore era molto spazioso e dotato di tutti i comfort... Peccato fosse infestato dalle zanzare. La prima sera abbiamo ucciso in una stanza da letto almeno 40 zanzare, dormire è stata un'impresa; nonostante avessimo chiuso le finestre le zanzare erano talmente tante e fastidiose che è stato un incubo. Avremmo dovuto accorgersene dai miliardi di cadaveri di zanzare spiaccicati sui muri e sui soffitti della casa. Sarebbe bastato mettere delle zanzariere per evitare questo problema fastidiosissimo. Se avete bambini piccoli o passeggini non chiedete l'appartamento all'ultimo piano perché la scala è molto ripida e stretta anche la pulizia degli ambienti lasciava alquanto a desiderare. Già l'ingresso al portone del palazzo impolverato e pieno di robaccia accatastata accanto alla scala lasciava intendere che la pulizia non era proprio il massimo. Nei pressi dello stabile ci sono parcheggi a pagamento comodi anche se alquanto costosi, supermercati e negozi di ogni genere

L'emplacement de cet appartement est idéal ! Nous l'avons trouvé très propre, avec une décoration soignée. De plus, il était très bien équipé (ce qui n'est pas toujours le cas généralement ...). Nous n'avons vraiment rien de négatif à dire!

Na de eerste douchebeurt hebben we gelijk contact opgenomen met de organisatie. De douche was nl. verstopt, dus het water wilde niet weglopen. 1 Van de kinderen kwam er pas later achter dat de douchedeur lekte met als gevolg dat de badkamer blank stond. We hadden alleen de handdoeken om de vloer te drogen. Dit hebben we gemeld, maar helaas werd het probleem niet opgelost omdat de afdeling housekeeping al dicht was. We hadden dus voor de rest van het weekend alleen vieze natte handdoeken. Niet fijn met 2 volwassenen en 3 meiden. Daarnaast was het matras van een bed walgelijk. vlekken die dwars door de lakens schenen. De slaapbank idem. Deze viel van ellende uit elkaar en was te ranzig op te slapen. Verder is er geen theedoek of vaatdoek aanwezig. Tafel of aanrecht schoonmaken moest dus met wc-papier. Uiteindelijk hebben we zelf het eea gekocht. We hebben een mail gestuurd naar de organisatie maar tot op heden (na 3 weken) nog geen reactie gehad. Voor ons nooit weer Smartflats.