BOTANIC 2 APARTMENT, PALMA DE MALLORCA

Hi,

Would just like to chat further about reconciling what happened with Clara and I Tuesday night at your property, Botànic 2. We take full responsibility for locking ourselves out, accidentally leaving the key inside. However, we had tried using the 2nd set of keys earlier and they didn’t work for us, so those were also inside the apartment. We emailed, sent messages through Airbnb, and phoned the following numbers:

34 971 605856

+34 678 08 5 379

+34 971 331 974

+34616977005

with only a very delayed response from a whatsapp message sent to +34 682 52 43 28. They helped by sending the emergency number, however, saying they couldn’t help us that night because it wasn’t their department. After phoning the emergency number (with no explanation that it was a hotel I would be phoning), I explained I was with Monzly property staying at Botànic 2 & locked out, only to have them reply with “This is a hotel and we can’t help you.” I phoned back a few more times, continuing to ask for help and the call was only answered 2 more times, both offering no help. After messaging back the whatsapp number, I was sent a different number for the emergency contact. I continued to phone and try to send a whatsapp message over the next 90mins, with most calls unanswered or sent a “user busy” signal. Eventually we had to walk to the nearest hotel to get a room for the night, as we were locked out on the street. Because of this, we had to spend an extra EUR 260 for the night. After all this, still no one was in touch with us until after I phoned back at 09:30 Wednesday morning. Then, the replacement keys were not delivered to us until after 12:30 on Wednesday, after we messaged and phoned again to see when they would be delivered.

We are really disappointed with the complete lack of assistance and it was totally unacceptable. Would hate to know what would happen in case of a real emergency. Thankfully we were able to find somewhere else to stay, but then had to pay 2 ni