Raphael Suites

At first glance the room was absolutely beautiful! High ceilings, big windows, nice big bathroom. It wasn't until we actually started using the amenities is when I realize maintenance is lacking. The air conditioning barely worked (which is expected...we are in Europe). One of the pocket doors to close off the bathroom from the kitchen was broken or stuck making the shower unusable due to lack of privacy...absolutely not ideal. Going along with the bathroom trend the shower was enclosed with one glass panel and the two sides left completely open... while showering water just gets all over the place and the floor is made of marble which was so slippery and dangerous...they gave use 1 towel per person and 1 bath mat which was absolutely not enough to keep the bathroom safe (at least put a squeegee somewhere so we can clean up after showering). The handle to change the temperature was broken or missing (which I ended up finding in a drawer later on). As well as the knob to switch from the overhead spout to the handheld hose. The toilet closet had a handle to pull the door open to get in but once in there you are met with just a flat screw...to close the door I had to get my finger under the door to pull it shut. Additionally I found a dried up contact on the floor in my bedroom (see picture)...neither me or my family wears disposable contacts so I know it was left by a previous guest...were the floors not cleaned between guests???? I though there was cleanliness protocol for hotels/rented apartments. None of the lamps in my room worked no matter how many switches I flipped...which didn't really end up mattering due to the convenience of the overhead switches being by the bed..(one of the only good things about this place aside from the location).

From December 8th to December 9th, we had booked an apartment at Keyserlei 43. Reservation number: 256387 On Friday, December 8th, four friends and I got into the car to celebrate the weekend in Antwerp. After a 2-hour drive, we arrived in Antwerp, but unfortunately, there was traffic. Quickly parked the car and headed to the apartment. Upon arrival, we easily passed through the first door. Taking the elevator to the 3rd floor, we reached the front door of our apartment. On the door handle, there was a code lock. Entered the code , but it didn't work. After a few unsuccessful attempts, we tried to contact Smartflats. Calling was futile, but fortunately, we managed to get in touch via WhatsApp. After some back and forth, we had to try the code again, and it still didn't work. we received a new code, which turned out to be the same code. Once again, it didn't work. We sent another message via WhatsApp. 30 minutes later, we received another code, but it also didn't work. After about 2 hours, we got a message stating that we were free to cancel. There we were, in the middle of Antwerp with our weekend bags. Disappointed, but we didn't let it ruin our weekend. Quickly booked somewhere else. We understand that mistakes can happen, but the service towards us was very poor and of the lowest level. Now, 1.5 months later, we still haven't received our money back, and we feel that nothing is being done about it. I hope that through this channel, we can get our money refunded. I am saving the screenshots of the poor communication from your end, but if the money is not refunded within one week, I will still share them so that you can see it with your own eyes