Pass the Keys

I have been working with Pass the Keys for several years now. Their staff are very helpful and responsive - Ophelie and before her - Cat - have been great. Everyone is friendly and helpful and recent guests have commented on the excellent communication. We're also very pleased with the occupancy rate. One improvement would be better access to host support outwith normal office hours. Guest support however, is good so that's what really matters

Passthekeys are professional and efficient. Our flat is kept spotless. Cleaners are timeously organised .Ophelie in the office is courteous , efficient and extremely helpful. The out of hours host support line is responsive and up to date

Don’t get surprised if you get home one day and have people staying. Or maybe one day they have changed the code of the safety box and you can’t ever use it again. Or they send professionals to fix stuff that was not broken and then they charge you for the service. Bad and poor cleaning service. They left the main door opened.There is a list of things why I would not recommend working with them but I would say they are not professionals. They are a group of nice guys trying to manage a company but without professionalism.

Pass the Keys provide a reliable, professional service. Their communication is excellent. They sort out problems quickly and without drama. Our visitors always remark on how efficiently their queries are dealt with too. It is great that PTK shows real care about both the property and the visitors.

Overall I’m happy with the service I received. The account manager had a good level of communication.Pros - very great having professionals looking after my flatPros - my flat was rented out at a circa 90% booked rate during the 3 month time I did rent it.Pros - I had to do nothing and PTK dealt with everything end to end.Pros - clearly the guests enjoyed their stay because I have only 5 star reviews :-).Cons - i once walked in to visit my flat and the cleaning / linen was not up to scratch and I would’ve been mortified if a guest had seen it. After I flagged this to PTK, they organised another clean for free and passed a message to all the cleaners re standards etc.Cons - things had been broken but not reported by the cleanersCons - PTK articles said cleaners would use their materials for the clean (an assumption I had anyway considering it cost £47.50) but it wasn’t until I was randomly in my flat when a cleaner arrived asking where all my cleaning products were that I realised this wasn’t the case. I saw a material cloth being used on the toilet and then on the rest of the bathroom (so I redid the bathroom). I’m not sure what the cleaners had been using to clean my flat for the month I hadn’t left out many products as I thought they supplied them!Cons - there is an online portal where pictures of your flat get uploaded after every clean. This was only used once when I first started but considering the damage done by guests (broken bed slat, lipstick stain on sofa etc but general wear and tear more than anything though), I wish this had been kept up.Cons - I was charged £150 for a clogged toilet and insurance wouldn’t cover it because the cleaners came late and impacted the following guests. So there is clearly an issue where the cleaners sometimes don’t arrive promptly ahead of new guests

We have been working with Pass The Keys in Edinburgh for one year now and we are really pleased with their service. They are professional, responsive and proactive. Ophelie Petitjean is our main contact and she is always eager to support us and help with any issues. We are happy to recommend Pass the Keys in Edinburgh.

Don’t be surprised if they cancel your booking last minute, due to them price gouging! Wouldn’t ever use again.

Pass the Keys are a trustworthy, professional AirBnB management company. They have provided excellent customer service both to me (the host) and to guests.

Used this agency for a year and thought they were very quick at responding and dealing with queries. I highly recommend these guys and especially Catriona Ainslie for her professionalism and help. Thanks!

Very helpful… would recommend