KeyNest - Smart Key Exchange Reviews 1,279

Brise was helpful in resolving a tech issue quickly and friendly so that I could ensure a smooth arrival for my guest.
Thank you

Bad customer services. They don't show a name of person in charge. No accountability

Poor Customer Support lately, he are having issues with setting up the airbnb-keynest integration and the support has been absolutely incompetent, answering several times that it is resolved and proposing completely unrelated solutions, it is impossible to speak to anyone with technical support abilities which for a B2B saas is poor.

I got a quick response from the messaging assistant Sarah and she solved my problem. Thank you.

I spoke to Charlyn and she was amazing. Fast responses, polite, to the point and answered every question clearly. This is amazing customer service - well done!

Good.I really appreciate the person on keynest chat this morning.Fast and clear

All good now

I just reached out to KeyNesting customer service to inquire about how the whole process works, and Brise was very responsive and clear in response. Great experience!

Brise did great today, helped me quickly solve the issue. Appreciated.

I had a wonderful experience with the customer service, they help me to better understand how Key Nest works. Thank you Brise!

Responsive and helpful service from a real person.

This was my first time using KeyNest. I was leaving my key for a friend while I was out of the country.

When I dropped the key off at the convenience store, the staff had never heard of KeyNest and didn’t know what to do. I was in a rush, so I took the store manager’s phone number. He assured me he’d sort it out later that evening.

Two days later—nothing. I contacted KeyNest and was told the store had run out of fobs, so I needed to pick up my keys and drop them off elsewhere. But I was already abroad.

I asked if someone at the store could do it for me, but KeyNest said that wasn’t possible. In the end, I had to ask a friend who lives 45 minutes away to pick up the key and take it to a different store just next door.

After all that, I requested a refund given the poor experience. This was their response:

“After investigating the issue, we’ve identified that you were unable to drop off your keys because the KeyNest point had run out of fobs at the time. Unfortunately, this information was not communicated to us beforehand, and we sincerely apologize for the inconvenience this caused.
We’ve since spoken directly with the store owner to ensure this does not happen again in the future.
At this time, we regret to inform you that a refund is not possible. We understand this may be disappointing, and we truly appreciate your understanding.”

In short: a promising idea, but very poor execution. I would not recommend KeyNest to anyone.

Brise was super helpful and resolved everything quickly. Really appreciate the great support!

Great help and support. Quick to respond.

I used KeyNest for the first time and the service was *NOT* clear about Pay-As-You-Go charging *per key pickup*. That means if you are a host, drop off your key, they will charge you 7GBP, and if the guest drops off their key at the end of their stay, you will be charged ANOTHER 7GBP to pick it up.

I asked my guest to leave the keys instead of returning them to KeyNest, but the keys will be marked as active until they are dropped off again. Support was not clear when I asked if I can use the key again while active, so when I went to the shop to "drop them off" to close my key account, I was charged another 7GPB just to get them back.

I may not use KeyNest again because of how frustrating this experience was. The KeyNest point I used (The Shoreditch Stop) kept on claiming technical issues both when I first dropped off the key, and when I tried to get them back.

Brise was fantastic and dealt with updating the opening hours immediately

Brise gave clear answers to my questions - very helpful.

Sarah was very informative, patient and succinct. I got all the answers I needed.
Thanks!