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
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.
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.
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
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.
Thanks a lot for this solution easy to use and user friendly!
You also have a very nice customer service!
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.
Natalie was extremely patient and professional at sorting out what turned out to be a complicated problem. Five stars
Friendly supporting stuff, instant help whenever I need. The system allows people have more control about the visits.
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!
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.
Associate was efficient and pleasant while assisting me. Very knowledgeable and provided clear directions on troubleshooting processes..
Alexia was so incredibly helpful!
She was patient, kind, insightful, efficient and a pleasure to work with.
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
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.
Aladen is very helpful and patient with working on the issues I had. Greatly appreciate the customer support he showed me!
We were able to receive immediate assistance using the chat feature. Our chat agent, Chienpei, was professional and knowledgeable. Very satisfied.
Communication over the phone was great. I got navigated through all details and created a booking that i need. Very, very appreciated.
Key Cafe is extremely friendly to use and not complicated at all. All Guests checkout and checkin in keys with no issues. I recommend!
It was short and sweet. We realized the problem was me. I apologized for wasting his time. Very patient with me
Very easy to get help if there is any question.
And friendly
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- Vancouver, British Columbia, Canada
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Business History
Keycafe was started in 2013 in Vancouver, BC, Canada. Co-founder Clayton Brown, an active Airbnb host at the time, came up with the idea after having several issues getting keys to his guests. After realizing there was no companies offering solutions he decided it was time to create one for himself. We started out with a manual solution, having location staff handle keys and put them in a lockbox under the counter. We evolved to create a fully automated smartbox solution to simplify the process and have a better solution. Keycafe now operates in over 50 cities worldwide with over 1000 public key exchange locations. Keycafe has handled over 3 million key exchanges making lives easier one access at a time. Keycafe now also offers enterprise solutions to handle large volumes of keys for property managers, buildings, facilities and logistics.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members