Smartflats - Theatre Antwerp

Very disappointed It’s unacceptable to rent out an apartment with a broken bedroom window that couldn’t be closed at all. The room was unusable. Terrible customer care — would not recommend.

A week before our booking, Smartflats reached out to us as they had to move us to another apartment due to a technical issue in the Theatre apartment. They were not upfront about the variance in accommodation - it was only after I asked that they said instead of a 2-bedroom, we would be getting a 1-bedroom (for 4 people). Which, once we arrived we realised was not even a 1-bedroom. It was more of a studio layout with the bedroom and living space (and pull out bed) all in one big room. This was not clear or obvious from their communication and I felt they were not upfront our honest about this prior to our stay. I was also shocked that they didn't automatically offer a discount given that they were moving us to a smaller apartment and it was in a less ideal location - I had to ask for this which I don't think is right. I was unimpressed with how they positioned this "change" to us. The apartment we moved to is called the Brooklyn, which I could not find online at all and I now think that's because it's not actually finished and ready for occupation. The whole building was untidy and looked like a construction site. The apartment itself was okay, but the bathroom was clearly unfinished and felt like a dormitory with an odd door that led outside.

Highly impressed !