Smartflats - Luxembourg

As discussed over the phone, I request a full refund in regards to my booking. I did not use the second night I booked at all, because the lock on the door stopped working - it could only be opened by the master key from the maintenance worker that came to help me at 11:00 on 17 June. Furthermore, the apartment was infested by ants, missing towels, had visible damage on the wall paint, and your call center representative who finally answered on my 20th call only after *********** contacted you was incredibly rude and blamed me for not calling (which I did so many times without success). Please find attached pictures of the state of the apartment when we moved in. All in all, it was an absolute nightmare. The lock on the door was not working when we came back from our wedding in the early morning on 17 June. The so called "24/7 emergency" number has noone answering even after staying on the line for hours. I will rate Smartflat 0 stars on every possible website unless something is done to compensate me.

Can't understand all the negative reviews. We arrived and having been sent our entry code found it really easy to enter the property and room. People have to understand there are no keys so don't try and get a key from the key safe. The room was large clean and comfortable and we have had a wonderful stay. Perfectly situated near all attractions all within walking distance.

Hello, me and my partner had an issue with the booking made for Smartflats Luxembourg, for 30 sept-7 oct. On arrival date, the apartment door had an issue and couldn't be opened, neither their information sent by email to open the 2 front doors of the building did not work properly, and they only sent 2 of the 3 door codes. We have spent 2 hours trying to contact them, trying to call on the 3 contact numbers on which they could not be reached and when we finally found someone on their online app chat they said they have to cancel the booking without explanation, as they had this issue before and couldn't send anyone at the location to solve the issue on late Saturday. In the end they cancelled the booking anf got a full refund but we spent 2 hours in the night to enter their flat and afterwarda had to book another room at a nearby hotel at 3 AM in the morning. Awful service and incomplete information!!!

I received the code for the front door and the lockbox. However the lockbox code was incorrect. Luckily someone answered the whatsap number pretty quickly (only messages, no calls possible) Someone was walking out while we needed to access the second door so no code was needed. When we arrived home at around 19:15, we quickly discovered that we had not been sent a code for the middle door. We knocked, we buzzed every other unit with no luck. Of course we sent desperate messages to the whatsap number, still with no response and it's now 8:41am. Finally on one of the email addresses someone responded with the magic code. I had already walked outside the building on knocked on windows until a lady inside gave us the code, but she said it happens all the time in the building. Then, we started looking for tea cups and pans etc for breakfast and the stuff is disgusting and dirty😭

I got fooled by the amazing reviews of this place on ***********. The reality is quite different. Firstly, there's no instructions on how to open the main door after you key in the code, the instructions are inside the main door. What a useful place to have them! You have to let the keypad beep 3 times, then the lock beeps twice and only then can you turn the barrel and push the door. We arrived after midnight the first night, it was quite difficult trying to figure this out in pitch black, with no street lights or doorway light. Moving onto the apartment. The smoke alarm was taken apart and thrown into a random press, a press door in the kitchen part was hanging on by one hinge. The table wasn't sturdy (wasn't secured to the wall like it was supposed to be- only standing on one leg) and nearly fell over when I put my handbag on it. The bed folds up against the wall and there's a couch underneath. So not a great quality bed. One tiny little thin pillow each. One threadbare towel each plus one hand towel- these have been washed and used within an inch of their lives. Dirty delph in the dishwasher, marks and stains over the counter. The whole place had a dirty feel to it, bathroom included. We had to sleep with a chair against the door as we couldn't lock it from the inside, making us feel a bit unsafe sleeping there. I honestly couldn't recommend this place. The only good thing about this place is that it's a handy location.

Worst travel experience ever. Dirty and unsafe. The room wasn't clean when I arrived (after 4pm): used bed sheets and towels full garbage can. One of the blinders was broken and the kitchen table was about to break (hard to work when the table is bobbling so hard). Finally to top thing off, I was locked inside the room for hours because the electric lock was brocken. I missed business meetings because the Support team couldn't care less (it doesn't feel good when you keep calling to be able to get out and the Support agent just tells you "don't worry, someone will come today"). This place is not safe - imagine being locked in the room if there is a fire or other safety hazard. Of course they are no longer responding and are refusing to refund me. To be avoided entirely.

Really poor, pillows had hairs on them room not cleaned and toliet looked like it had urine around the base of it. We booked 3 days and did not stay on one of them. We asked each day for room to be cleaned so we could stay and it was just ignored. They also refused to give us our money back. Best stay somewhere else where it clean and there is some customer service.

Basically there is nothing to say as we didn't even manage to get through the front door! We were supposed to arrive at 11.00pm and even though we were sent the digital pin code a couple of hours earlier, the door was not working. The issue was that there did not seem to be any power for the electric panel which needed this code. We tried to call the property directly but there was no answer, and after many attempts we finally managed to get in touch with them through ***********. The staff were really rude and just told us to pull on the door before entering the code but of course this did not work as it was pretty obvious that the power was the reason. So we tried to call again and no one picked up the phone. We were very lucky enough to have friends living in Luxembourg where we managed to actually stay the night as otherwise WE WOULD HAVE ENDED UP ON THE STREET! The next morning after another countless amount of trying to contact the property, the lady was getting frustrated and kept telling us to stop calling. We were asking to speak with the management but was told that 'the management does not accept calls' Anyways we decided to book somwhere else and at least managed to get our money back after endless arguments. Definite SCAM! Most definitely do not recommend.

Terrible costumer service. If you have a problem, no one will ever answer calls or emails. I tried to reach someone from this company for 3 days (several calls and emails and I never got answered). The online check in is confuse and doesn’t properly work. They just talk with the clients to ask money.