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
Chienpei Was a wonderful help!
She was an expert with her knowledge and very patient and helpful!
Wonderful experience and wonderful service!
Latoya was extremely helpful! Walked me through the entire process to success resolution!
Thank you!
Chenpei was Awesome. She helped me resolve my self induced issue very quickly. I appreciate her kind customer service skills and patience.
Good experience leaving my keys in a KeyCafe smartbox, their customer support is very quick to answer any questions
Dealt with Chienpei for an issue. She kept at it and delivered a nice compromise/result I wasn't expecting.
Keycafe has been great so far! Most of the time the costumer service is great whenever I call or chat through the website.
A few situations where I was disappointed how Keycafe handled it were once when the guest when dropping off the key misplaced it into the wrong keybox. Not sure how that happened but regardless Keycafe at first they attended my need, but as soon as they saw that it wasn't possible through the phone or chat then they proceeded to say they will send a technician to the site. I was waiting all day at the site for the technician and no one showed up to do the inventory of the keys as they had mentioned they will do. When I mentioned that to the person on the phone they just lied and said the person shows up early and that it takes the very little time etc., while I was there all day from very early in the morning and also the concierge told me no one showed up as they have to register with them to do the work on the keyboxes. Very disappointing that Keycafe would handle that so irresponsibly and just lie about the whole thing about sending a technician to the site. At the end the key was lost and I had to send for a replacement in a rush as I was having another guest arriving that afternoon. Keycafe mentioned they will keep looking for it, but I heard nothing else from them ever again regarding that.
Another situation that happened was when another guest was trying for 20 min to drop off the key without succeeding, when scanning the keycafe fob there was an error in the screen that seemed to be something wrong with the system. She eventually had to leave the key with the concierge which is something that should not happen. The concierge mentioned that the system has been failing and that she wasn't the only guest dealing with this problem.
Support reached out to ensure I still had my keys and confirmed if I was just testing.
Very easy to connect with. Provide solutions and a wrap up by e-mail that is very helpful.
Love that I don't have to depend on building staff to manage my keys
Excellent (Syed) Sayeed ws very helpful and very patiant so we resolved this issue, thank you.
Helped late in the evening and was successful
In opening a jammed box.
Amazing customer service and able to answer all questions to my satisfaction.
My issue was handled quickly and effectively via chat and email.
Once I got through the initial setup the process worked seamlessly
The staff were very helpful! They were able to fix the problem right away.
Very good customer service. They resolve my problem very fast.
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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.
Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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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