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Keycafe

Overview

KeyCafe has garnered a generally positive reputation, particularly for its responsive and helpful customer service team. Customers frequently commend the support staff for their professionalism, patience, and efficiency in resolving issues, contributing to a high level of satisfaction. However, some concerns arise regarding service fees, such as key pick-up charges, which have deterred potential users. Additionally, there are suggestions for improvements in the user interface and setup process, particularly for less tech-savvy individuals. Overall, while customer service is a notable strength, addressing pricing and usability could enhance the overall customer experience.

This summary is generated by AI, based on text from customer reviews

service
10
value
10
How would you rate Keycafe?
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Canada
1 review
2 helpful votes
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AVOID
August 25, 2019

The concept of Keycafe is wonderful, but the execution is... truly, truly awful... I went to one of their locations to drop off my keys, then a bin opened up and there was someone else's key in it! I called customer service and they blamed it on user errors, saying that Keycafe did nothing wrong and this 'rarely happens'. Then a week later, they lost my keys. And I've only been using the service for two months! Again, they shamelessly blamed it on 'user errors' and the fact that my guest didn't call them for help and dropped off the keys twice. What kind of guest would want to wait 10 minutes on the phone just to drop off a key? Besides, the system does not even have the capacity to detect if a key has been dropped off or picked up, it simply tells you that your drop-off or pickup is successful even when it's not. I had to waste hours of my time speaking to their customer service, then even more time and hundreds of dollars replacing my key fob and lock. They assume no responsibility in case it affects your next guest's check-in, and will only reimburse you up to $100 ONLY IF they THEMSELVES determine that they were at fault for losing your keys. A simple google search will show you how many other Keycafe users have had similar problems with the service. They recently jacked up the price as well and I absolutely would NOT recommend Keycafe to anyone who cares about security and user experience.

Update: They offered to reimburse up to $100 'purely out of good customer service' as they determined that they were not at fault for the loss of my key. I emailed them the receipts and here is their response. Pure professionalism.

Date of experience: August 25, 2019
Tennessee
1 review
0 helpful votes
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Great Job Natoya
March 6, 2024

Natoya was incredibly patient and helpful in helping me troubleshoot the Keycafe that was unresponsive. We got the issue handled quickly and we are back in business.

Date of experience: March 6, 2024
Canada
1 review
0 helpful votes
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We had multipule key drop offs and we inadvertantily cancelled one of the bookings. With assistance we were able to reset the reservation and access the key that was inside the key cafe

Date of experience: July 14, 2022
Canada
1 review
0 helpful votes
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Live chat assistance
December 27, 2023

The live chat assistant was excellent. She helped with all my questions and sent me follow up emails to ensure I am provided with additional details.

Date of experience: December 27, 2023
France
1 review
0 helpful votes
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Very nice solution
August 17, 2022

Thanks a lot for this solution easy to use and user friendly!
You also have a very nice customer service!

Date of experience: August 17, 2022
New Jersey
1 review
0 helpful votes
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Problem resolved
August 26, 2022

I had arranged for my nephew to pick up a key. He arrived and there was a problem which was resolved satisfactorily by the customer service agent.

Date of experience: August 26, 2022
Netherlands
1 review
0 helpful votes
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Excellent and patient service from Natalie
November 9, 2022

Natalie was extremely patient and professional at sorting out what turned out to be a complicated problem. Five stars

Date of experience: November 9, 2022
Canada
1 review
0 helpful votes
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Amazing system
July 16, 2022

Friendly supporting stuff, instant help whenever I need. The system allows people have more control about the visits.

Date of experience: July 16, 2022
North Carolina
1 review
0 helpful votes
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I have been trying for well over a month to get help and today still nothing! Customer service is a disaster! I regret this purchase!

Date of experience: December 5, 2022
Australia
1 review
0 helpful votes
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Key handling
July 3, 2023

My guest was able to pick up the key without any issue. The help contents could be simplified for everyone to understand how this works.

Date of experience: July 3, 2023
New York
1 review
0 helpful votes
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Efficient Assistance
February 2, 2024

Associate was efficient and pleasant while assisting me. Very knowledgeable and provided clear directions on troubleshooting processes..

Date of experience: February 2, 2024
Canada
1 review
0 helpful votes
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Alexia Brown-Anderson is the best
October 21, 2023

Alexia was so incredibly helpful!
She was patient, kind, insightful, efficient and a pleasure to work with.

Date of experience: October 21, 2023
Italy
1 review
3 helpful votes
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THEY STOLEN YOUR MONEY FROM YOUR CREDIT CARD, BEWARE also they didn't refund you if you are not satisfied with the service they provide, its incredible, hope no one will use that poor system

Date of experience: November 20, 2019
California
1 review
0 helpful votes
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Very Satisified
February 21, 2024

Our customer care rep, Chienpei, was extremely helpful and doing a wonderful job of following up. She is great and very pleasant to work with.

Date of experience: February 21, 2024
Florida
1 review
0 helpful votes
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Excellent customer services!
June 18, 2022

Aladen is very helpful and patient with working on the issues I had. Greatly appreciate the customer support he showed me!

Date of experience: June 18, 2022
Virginia
1 review
0 helpful votes
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Excellent Customer Service
August 25, 2023

We were able to receive immediate assistance using the chat feature. Our chat agent, Chienpei, was professional and knowledgeable. Very satisfied.

Date of experience: August 25, 2023
Canada
1 review
0 helpful votes
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Excellent Experience
September 9, 2021

Communication over the phone was great. I got navigated through all details and created a booking that i need. Very, very appreciated.

Date of experience: September 9, 2021
Canada
1 review
0 helpful votes
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Key Cafe Review
September 2, 2022

Key Cafe is extremely friendly to use and not complicated at all. All Guests checkout and checkin in keys with no issues. I recommend!

Date of experience: September 2, 2022
Cyprus
1 review
0 helpful votes
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Duh!
April 11, 2024

It was short and sweet. We realized the problem was me. I apologized for wasting his time. Very patient with me

Date of experience: April 1, 2024
Texas
1 review
0 helpful votes
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Easy to use
July 2, 2024

Very easy to get help if there is any question.
And friendly

Date of experience: June 22, 2024