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
She worked me through the required process to get the Smart boxes work again. She has excellent customer service and Technical skills.
Hi,
My guest could not get access to the keys at the box location. She couldn't access her email to retreive the code. Chienpei stayed on the line/chat with me until we figured it out. She made an anxious moment a lot smoother than I imagined.
Best customer service I've had in a while.
Merci beaucoup!
Yves
I use Keycafe infrequently, and find that I don't remember how to do it. I had trouble putting a key into the lockbox. However, the customer service agent I spoke to, at 12.30am, was able to walk me through the steps and get the key in the box. So I was happy about that!
One of the fastest customer support in their field.
We placed our key in the mailbox while there were two empty boxes with the door open so we close our door and the two other doors. Somehow the system did not register the correct box we opened for ours and when we opened it next the wrong box opened. Kamoi and the technician assigned were patient and helped me troubleshoot live. The next day technician went to the store and found my key. I'm appreciative of the team effort and the entire process was seamless and stress free.
Very convenient especially when you have a late guest arriving. 24/7 Customer support is great in the event you need assistance. Friendly Customer service.
They charged me a year upfront, then mid year started charging me monthly without my authorization. They would not refund me, the year I paid upfront doesnt matter and nightmare customer service. Get yourself a lockbox... theyve also switched my keys out before. DO NOT USE THEM.
I had concerns regarding my account at Keycafe. Their representative calmly addressed my concern and even provided an appropriate solution. Thank you for your great service.
Keycafe representative was very helpful.took time understood my trouble on my smart key box, explained in details and gave me additional guide to use it better.
I found the instructions for just about every aspect of using the service a bit confusing, but each customer service agent that assisted me was incredibly helpful and understanding.
Natalie has been a great help for us as we were facing an issue with our Keycafe device. Fast answers and she took care of the issue as a master technical support agent! Thanks
I an new at using key cafe and locked my apt keys in the boxes. Hatim found a way to help me retrieve them so quickly and easily.
Thank you so so much!
I love the idea of this service--to store your house keys at a business for another to pick up. It avoids the scheduling of a person-to-person meeting. Where it fails is its truthfulness on its website and customer service to resolve issues.
Specifically, as of April 2017, www.keycafe.com lists a monthly fee for the service along with the opportunity to 'hibernate' your service when you don't need it for a while. Since I expect to use this only 2-3 times per year, this sounded perfect. In truth, they bill you for the full annual cost at one time and the 'hibernation' option is no longer an option. So for 2-3 key swaps I have paid $72 plus a fees per swap. (Which is listed as $1.95 on one page and $3.95 on another.)
Customer service--After being charged the annual fee and despite following their online instructions on 'hibernating' my account and being unable to do so, I reached out to customer service. Their response what that they have recently changed their billing and hibernation policies. Convenient, don't you think? I would call it a bait and switch. When I asked for a refund so I could decide later if this is a service I would use, I was told I must first cancel my account before they could forward my request for consideration.
So my options are 1) Cancel my account and possibly forfeit the annual fee or 2) Keep the account and pay $72 for 2-3 key exchanges. Neither a good options.
I'm a big believer that if your product doesn't prove up to par, good service can remedy that and keep a customer. Keycafe has neither going for them.
I use Keycafe to manage my Airbnb listings. It integrates seamlessly with Airbnb, and it's a much better experience for guests to arrive at their convenience.
Contacted support to ask questions about setting up a key and they were super quick to respond and solved the issue right away. Would definitely recommend!
I called to find out how to upgrade and change the location of box. The operator was very helpful and resolved my issues. Also followup with a call. Great job
I had a problem with a broken bin, after some diagnostic communications, they have sent a replacement bin and a very helpful video tutorial on how to replace this. Thank you for your assistance!
Quick and reliable service. Always following up with customers to ensure their satisfaction and understanding of new products. Country clients aren't forgotten which can be a rarity.
Keycafe's anyway great product is completed by a responsive and customer focused Support team. Special shout out to Kamoi who is so lovely to interact with! Thank you
This is a great solutions for condos that don't have a normal lockbox area.
I just found the app a little confusing and too many options.
When I 1st signed up at the condo it just wasn't working out. No matte what I did I couldn't figure it out. I kept trying until randomly it all worked out.
Pls assume your client base aren't a bunches of tech company engineers! Make the sign up process and other processed fool proof
- Visit Website
- Vancouver, British Columbia, Canada
- Edit business info
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.
Company Representative
- 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
- 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