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No access to apartment - stranded on the streets at 10:30pm
My partner, my partner's 17yo daughter and I travelled to Helsinki, Finland last week to attend an open day. For our stay, we booked an apartment with 2ndhomes, which is based in Helsinki. Our booking was for two nights.
This was easily the worst holiday rental experience of my life. The door access code we were provided with didn’t work - we tried it repeatedly. We then tried calling the “emergency” number that had been provided by 2ndhomes. However, there was no reply. The result? We were on the streets at 10:30pm with nowhere to stay. We had to search for alternative accommodation as a matter of urgency, in the end booking into a hotel.
We went to 2ndhomes’ office the next day. They claimed they’d given us the correct door access code. They also claimed that we hadn’t called their emergency number. However, we produced a video showing us entering the access code they’d given us. We also produced a screenshot showing our call to the emergency number. They said they would “need to investigate”, but that they wouldn’t be able to do so until the following Monday (three days later).
Matters remain unresolved - 2ndhomes has said that it will reimburse the first of our two nights. They refused to reimburse the second night, on grounds that we chose to stay elsewhere - by then, we had lost all trust in them. However, no payment has been received. This behaviour is consistent with other online reviews I've read.
2ndhomes refuses to pay our additional hotel costs, and continues to make illogical and nonsensical excuses. I only wish I'd read some of the many Google reviews before booking. Interestingly, on one page in particular, about half of the reviews are 1 star, and half are 5 stars. I leave the reader to draw his or her own conclusions as to where the 5 star reviews came from!
We feel deeply disappointed and saddened by our experience with 2ndhomes, particularly given the fact that the Finnish culture is generally known to be one of mutual trust and respect.
28. september 2023
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