BEWARE of MetroButler multiple thefts and propert...

BEWARE of MetroButler multiple thefts and property damage

These events took place over the Summer 2016 but I waited until I moved out of this apartment until writing this review:
I ve worked with MetroButler twice & each experience was straight up terrible. The first time there didn t seem to be any issue and I came home to a clean apartment and all was good. It was the dead of summer and blazing hot so I wasn t wearing my jeans. But a couple of weeks later I went to grab a pair of jeans and realized 2 were missing. Both expensive, one still had the tags. And no one else had been in my apartment no cleaning person, super, handyman, no one.
I raised my concerns to one of their operations people but he told me there was no further action he could take as claims have to be filed within 48 hours of the guest departure. And that was that I wasn t going to use MB again but they already had a guest booked for Labor Day weekend so I figured this would be the last time and this couldn t possibly happen again .

But it did and it was horrible. I arrived home to find debris and chewing gum ground into my living room carpet, the bed half made and a filthy bathroom covered in hair & urine. And the MB cleaning crew had already been there!
As I inspected the apartment further, in addition to the mess left behind, the following items had been stolen (this is not a joke): a bottle of Tito s vodka, a brand new Henri Bendel handbag and scented candle, a pair of women s shorts and t-shirt, a scented soap and body lotion from L Occitane, an entire package of make-up remover wipes, & entire box of tampons (as if someone used my apartment as their own personal shopping trip to a drugstore).

I was SHOCKED! I called their after-hours hotline (it was the Monday of Labor Day) and the person I spoke to said someone would call me immediately. I didn t hear until Tuesday morning but the customer service person was nice and initially very helpful. I sent him photos and videos of the bathroom and carpet and he sent someone to my apartment to clean the place up. I had already done most of the clean-up the amount of hair and urine on the bathroom floor was unbelievable for a 2-day guest. And the 2nd cleaning person didn t touch the shower or the kitchen. I had to do another once over after they left.
MB did replace the missing hand bag and candle, contacted the guest and filed a $200 claim for the other missing items. The guest admitted to drinking the bottle of vodka but claims knew nothing of the other missing items. They never did get an answer about how gum, dirt and other debris ended up all over the carpet.

I never heard from MB again until I followed up with them about the $200 claim with Airbnb (this did not include the missing jeans from the first guest). They told me Airbnb denied the claim and the case was closed .but the guest admitted to taking the vodka.
I actually think the cleaning crew is to blame here. Twice I had personal items stolen and judging by the state of the apartment on Labor Day, it seems like they left in a hurry, mid cleaning. Something spooked them and then just bolted.

After several emails to MB about the cost of all the items stolen and the fact that they kept both of their commissions, they finally refunded their commission for the Labor Day guest a whopping $84. Including the 2 pair of jeans, I m out about $400. $84 doesn t make a dent.

I was so incredibly hurt and disappointed by MB s handling of these incidents and the fact that they are supposed to vet these guests it seems that they ll let anyone into your apartment.