AirKeeper Reviews 77

We booked a property through booking.com
We were provided a contact number for AirKeeper, but no further information, other than a thank you and booking reference.
When we were planning the trip and trying to organise groceries to be delivered after check in, I realised we were missing the address.
I called AirKeeper to ask about this and was then sent their frustrating check in form. The form asked for a photo of my ID and credit card. I was told that I would get the details the day before.
The day before arrival, we had nothing from AirKeeper yet. I called again and was told that they actually needed a selfie of myself with the ID. This is something that government organisations use for confirming ID, brought in during COVID restrictions. There was no legal requirement for this, so I questioned it. I was not provided a clear explanation and was just told it's for the protection of the owner of the property and was company policy.
The property itself was not maintained well.
The balcony was dirty, needing a thorough hose down. Our feet would be black after going out there for meals. We did our best with the brooms provided, but it needed a hose down.
The gutters had plants growing out of them.
The sliding fly-screen doors were damaged, with one off the runners.
The BBQ was filthy (grease tray full). We cleaned it both before and after we used it, though BBQ tools being provided would have made it easier.
AirKeeper did encourage us to contact them during our stay so they could fix things, but I was not keen on hanging about for maintenance people during our holiday and did not want to seek compensation, since the issues we had were not too bad. It just highlighted to me that the cleaners used were not as diligent as AirKeeper would have us believe, nor was the property maintained as well as I would have liked my property maintained.

Date of experience: 06 January 2025

Please be wary when booking with Airkeeper in NSW, particularly Newland Street apartment in Bondi Junction in Sydney NSW Australia. The apartment that was rented to me through AirBnB did match the photographs listed online. The apartment was dirty, had food & left overs from previous tenants with pest droppings on the sides & a cockroach infestation throughout the property. I understand there are pests in this country but if you are renting a property you should be upkeeping it with regular pest control. When I rang and spoke to customer service they offered me a cleaner on my final day of the stay which rectified nothing. Since then they have gone to great lengths to say that I stayed in the apartment for one night which is untrue, I left whilst on the phone with manager Tiffany. & that i’m unreasonable for requesting a refund & not wanting to stay in a property that does not match the advertisement or to not accept a cleaner on the final day of my stay. Customer service makes promises to call back but do not. I have all the calls recorded where promises were made but not adhered to. Not only has this been a very stressful & upsetting first taste of Australia they have left a bad review of me which is entirely false on Airbnb causing me more issues, it has left a bitter taste that this company rather than truly apologising for all the stress they have caused instead want to fight against a customer who put trust in them to deliver a service that they were not able to provide & are requesting removals of my reviews but manage to keep reviews questioning my behaviour as unreasonable for not accepting a cleaner days into my stay online. It seems they are more interested in protecting their public image than satisfying customers. Overall bitterly disappointed with the lack of empathy in resolving the matter & holding their hands up to say we got it wrong and are sorry & accepting a bad review for their own mistakes.

Spoke to manager Kim on 09/11/25 who admitted on a recorded phone call that it was unacceptable it was left in this way but also made false accusations saying I stayed in the apartment which i did not. I stayed in the Meriton Suite that night and have proof via receipt and I was on the phone with her customer service team between the hour that I checked In 3PM & 10:30PM so when did I apparently sleep there? I was on the phone to her colleague & other manager Tiffany as I left the keys in the lockbox downstairs. I'll be on multiple CCTV both inside & outside the complex at that time (10:30PM roughly)

Kim also said she visited the apartment and nothing was wrong with it & that the pictures they listed match the exact listing which is false. I will post their images alongside mine on my google review (search Hale End Will) & see if you think it matches, I also have a video showing everything wrong with the place.

Happy to discuss further with anyone who wishes. Will be taking this case to Fair Trading NSW. Bad company, terrible customer service & management accept no responsibility and attempt to paint customers in a bad light as opposed to accepting they messed up. My advice is not to book with them but if you must then be cautious if booking with them. Thank you.

Date of experience: 22 December 2024

Paid AirKeeper. Hated the onerous check in process that took a few hours - needed photos of credit card, drivers license and selfie with both in hand - WTF.

Tried but wasn't allowed to back out. Thought I'd booked a hotel - was told its the same check in process. Anyway, had to pick up a key from the busy IGA that was 3kms from the “apartment” and apparently needed a six digit code - Airkeeper finally gave me one, wrong code, then again wrong code, then we got one key and a security fob from IGA (an hour later), got back in the cab ($50 more on the meter) and drove 3kms to find the security keys didn't work to the foyer (til we snuck in behind a person with a proper key) and then we couldn't get up the lift. After a couple of hours of stuffing around we handed the key to the security guard and walked to a proper hotel.

After not being able to get into this supposed apartment, we requested a refund and was denied. More than several attempts later AirKeeper says we have not cancelled and do not get a refund.

UPDATE - 24 hours later, no key works BUT AIRKEEPER HAS NOT PROVIDED A REFUND AND NOW is saying the keys work. Given 5 people plus the apartments security guard have tried the keys I can conclude.….AIRKEEPER IS A DODGY COMPANY RUN BY SHONKS………AIRKEEPER WORKS FOR SOME PEOPLE BUT WILL COMPLETELY RIP OFF MOST PEOPLE.

Me and my two sons came to Melbourne for their grandfathers funeral.

AirKeeper is an absolute disgrace. AirKeeper staff are still emailing & texting and trying to pretend everything they have done is fine. FFS.

AVOID AIRKEEPER

Date of experience: 03 January 2025

I wish I had read these reviews before I signed up with Airkeeper. Their marketing material looks great. I selected their "Ultimate" package but it was a waste of money as they do not provide what they advertise. Better to get a personal local manager who you can meet in person and handle professionally.

Date of experience: 01 March 2024

Abysmal company. It's cute how they get to decide what reviews to publish on airBNB. Dog water company with deceitful and extortionate practices. Would and will avoid them like the plague in future.

Date of experience: 09 November 2024

BEWARE OF AIRKEEPER!!!!

Booked a place as advertised on Airbnb and managed by AirKeeper. What a nightmare! Never had so many problems with booking a place. Then out of the blue AirKeeper cancelled. Blamed a software glitch and then re-advertised the same place at a higher rate! False advertising is illegal here in Australia.

Date of experience: 11 November 2024

Booked Melbourne CBD apartment, paid full amount on booking. Booked through Airbnb as an identity verified customer Denied access to the property because I wouldn't send them photographs of myself and my driver's licence. Airbnb said they agreed with me but were unable to resolve. Company initially refused refund, then asked me to cancel the booking at my end so they could refund. I cancelled the booking as requested, then they again refused to refund - as a result of cancelling cannot leave review on Airbnb.

Date of experience: 01 November 2024

ONCE AGAIN. No reply or wanting to rectify the issue of our stay, instead saying it was cleaned. I am disgusted by this company. And by the reviews I’ve been reading it’s all the same bloody problems.

Blood on our bottom sheet. Blood on our top sheet turned upside down, so the “so called cleaners” made it look like it was cleaned. I will be writing reviews until I get my full refund from this property. I will also be going to ACCC with photos of previous reviews from other people who have stayed at your so called “clean” airkeeper properties.

I am disgusted by your call centre and lack of urgency’s. I am waiting for a call back

Date of experience: 19 September 2024

Where to begin.. Let's go in chronological order of events, and make sure you read to the end.

1. Check-in. They would not send the check-in instructions until I provided my credit card, drivers license and a SELFIE directly to them. The booking was made through Booking.com, so needless to say I had provided the credit card and thought I was good to go. Instead, I found myself standing at the door of this property without a way to get in. Had to get on the phone with them to sort it out.

2. They call it a "Two bedroom oasis", where in reality it's a granny flat that is very hard to access. People carrying large luggage will struggle. People with disabilities cannot get past the gate.

3. They provided a single little set of toiletries for our family of 4. When asked to provide more, we were given the response: "These are customary and our guests are expected to bring their own". OK, no big deal... but a lesson in hospitality: You either provide enough of something, or don't provide any at all. Providing something that doesn't meet minimum standards only gets you a bad review.

4. BBQ was provided on the patio.. but not a gas tank. Were we also meant to bring our own? See the lesson above. Might be time for some professional training in hospitality.

5. Finally, 3 days after the check-out, and having paid well over A$650 for a 2-night stay, we were charged an extra $10 for a broken glass. We did not break anything. Their cleaning staff said they found a broken glass and they pinned it on us. Why would anyone break a glass and leave it there? Why would anyone try to hide a broken glass worth $10, when they already paid you $650? These are the things that keep me awake at night.. That, and how I might get this tenner back, either through my bank, or the authorities. This is obviously not about money, AirKeeper. I will gladly pay for the damage I cause, but I will not pay for something I didn't do - that's called fraud.

Avoid these guys like the plague.

Oh yes, you may be wondering: But how was the stay? Was it clean? How was the location? The answer is, It doesn't matter, when it gets ruined by a bunch of amateurs.

Date of experience: 12 October 2024

Where to start?
Enough to say - they were terrible, robotic and useless.

We had two nights in a filthy blue mountains cabin.

Dirt, broken glasses, dust, cobwebs, and filthy crockery and cutlery.

If you are looking at AirBNB and see these guys manage the property. They don’t. They simply milk it.

Date of experience: 06 September 2024

FOR HOMEOWNERS!
I am extremely disappointed with the service I have received.

Cameron , I feel deeply let down by your actions. I believe you took advantage of my situation, possibly assuming that, as a young homeowner from overseas, I wouldn't know better. Despite my efforts to clarify any fees during our initial meeting, there was no mention of the additional charges that later appeared. This raises concerns about the ethics of your business.

The financial and emotional stress this has caused me is significant.

For instance, one booking generated $1,466, but I only received $735 (please see screenshots). This pattern has been consistent across all bookings. My property maintained an 80% occupancy rate, yet the income was not enough to cover even half of the monthly expenses, largely because a substantial portion of the earnings was retained by your company. In one month, the property generated $4,500, but I only received $2,250 due to the hidden fees, as shown in the attached screenshots. It's hard to believe that a 2-bedroom, 2-bathroom apartment with parking, located across from Albert Park Lake, would only generate a net income of $70-$80 per night.

I had to return early from my overseas trip because the service failed to deliver on its promises. Hidden fees were consistently added, making it difficult to cover my monthly expenses. Even though the property had a solid 70-80% occupancy rate and generated good revenue, half of the income was kept by your business. On top of that, I was charged $500 per month for early termination of the contract due to these issues, in addition to $700 for photography and setup, and $379 for cleaning and setup fees.

For other homeowners, I strongly advise looking for a different company. Once you sign Cameron's contract, you'll likely be faced with unexpected fees, and communication will become difficult. Unfortunately, my experience has been extremely disappointing.

Update:
You knew I was only interested in a six-month contract why give me misleading and false appraisals? Cameron, who is apparently your most misleading representative, assured me that $750 was an "extremely conservative" weekly net income.
However, despite my property maintaining an 80% occupancy rate and generating $4,500 in a single month, I only received $2,250. How am I expected to cover my monthly mortgage, OC fees, and utilities on that? It baffles me that my property would generate less than a long-term lease on Airbnb. Oh wait, of course, it's due to the hidden fees and greed at play here.

Congratulations on being one of the most unethical companies I’ve encountered. Keep it up!

Date of experience: 18 September 2024

I switched to AirKeeper six months ago, and it was the best decision. Their management team is responsive and professional, always finding quality tenants quickly.

Date of experience: 17 July 2024

The property has a lovely yard and was quaint and well-kept. It was the ideal quiet getaway. Everything went smoothly thanks to AirKeeper's excellent communication.

Date of experience: 25 August 2024

Perfect location, impeccable service, and a beautiful home that catered perfectly to our large group. Loved the outdoor area for evening gatherings.

Date of experience: 07 September 2024

Very pleased with how AirKeeper handles everything from maintenance to guest interactions. They ensure my property is well cared for and profitable.

Date of experience: 26 August 2024

Our family loved the spacious layout and modern amenities of the apartment. Fantastic location with easy access to public transport and local attractions.

Date of experience: 12 August 2024

The check-in was seamless, and the host was incredibly helpful. Perfect location for exploring the local area

Date of experience: 11 July 2024

Every amenity we could have wanted was present on the property. The customer service was excellent, and the kids had a great time. I am eager to go back!

Date of experience: 20 May 2024

Terrible company. Stay away

Date of experience: 01 September 2024

Fantastic stay! The apartment was modern, clean, and right by the beach. Enjoyed the local café scene. Would definitely recommend to anyone looking for a seaside escape.

Date of experience: 10 May 2024