VISIONAPARTMENTS Rue de Berne - contactless check-in

Location: Highly praised for proximity to train stations, city centers, and tourist attractions .(based on 1 review)

Apartment and location were fine, but checking in around 5.30pm was a nightmare. Reception was not staffed, and I was not sent an access code in advance, so had to scan the QR code on the street door. This asked for name and booking reference, did not accept my ******* email itinerary number, eventually worked with confirmation number from ******* web page. This opened a form where I had to enter all of my passport details *and* upload a photo of my passport, prompting an email that said the access code would be sent only if they received a picture of my ID, and included another reservation number. Using the QR code a third time with that number prompted another email saying the self-check-in process had been completed and that an access code would be sent if payment had been completed, but no code arrived. We were rescued by a very helpful member of staff who was just about to leave for the evening; she called the office who promised to look into it. After another 5-10 minutes they sent the access code and we were able to get in. If we'd arrived slightly later and had not been helped by that person we would have been unable to access the apartment - the phone number on the door is stated as only available until 6pm. ******* should have explained prior registration requirements in the confirmation email, not buried in the itinerary web page (which wrongly states *front desk* is open until 6pm). The several advance emails from VISIONAPARTMENTS did not mention these either.

I arrived at 10:30, knowing that check-in wasn’t until 15:00. However, I was surprised to find there was no reception, no staff, no luggage storage, and no way to enter the building until the key code became active exactly at 15:00. I had to wait around with my luggage for hours. Worse still, when 15:00 finally came, my room wasn’t ready. I had to wait another 30 minutes—until 15:30—for it to be cleaned. This is unacceptable, especially considering check-out is at 10:00. The staff had a five-hour window to prepare the room. A hospitality service that forces guests to wait outside for hours and still fails to deliver on time shows poor planning and disregard for the customer. I would not stay here again based on this experience.