KeyNest - Smart Key Exchange Reviews 1,273

Worst experience ever. Shopkeeper atr Mavis Food & Wine in Reading refused to give me my own keys even though I could see them in her key box, becuase there was some problem with the collection code. She then tried to claim that my keys were not my keys. Keynest customer service were utterly useless and it took me over half an hour to get my own keys meaning I missed someone who had come to view my property. Crap company, don't ever use them!

Prompt service and immediate response — honestly saved my life. Thank you so much to the team at Keynest (particularly to Brise) for helping me quickly reconnect with the shopkeeper and collect my keys. Really appreciate it!

IF YOU’RE LOOKING FOR A SIMPLE, EASY WAY TO STORE YOUR KEYS, DO NOT USE THIS COMPANY, BECAUSE IF IT DOESN’T WORK, AND IT'S THEIR FAULT, THEY STILL TAKE YOUR MONEY.

It may be a legit website, but they're absolute scammers.

I purchased a yearly subscription which cost me £287.28. We were unable to drop off our keys, because the codes were not accepted at the locker that was at the address given. I called multiple times to try and get a new code, but they weren't sure why the code wasn't working. After a few hours in the cold and nothing working, we decided to go home.

I had numerous chats online with their team that evening, and so decided to try again the next day. Still nothing worked.
I had more calls, more online chats.
I was given a new code, and then charged another £287.28. Totalling £574.56.

I gave the I.D and locker name to a member of the team, named 'Oneal", and he confirmed to me that it that was the correct locker.
Still the codes didn't work.

There was only one locker at that address.
For those of you interested, If you look at on google maps at that address, Bradford 5 Nelson Street, it clearly shows an inpost locker, which doesn't match the locker in the photo on their website.

I sent photos of the locker the team member, who said that it didn't look like one of theirs. Shock.

After another few hours of back and forths, I asked if I could get my charges refunded so I could seek an alternative way of holding my keys. A guest was arriving the next day at an inconvenient time, so i need it sorted quick . 'Oneal' understood the stressful situation and told me he understood my reason for wanting to get refunded. He passed on the email to sort out the refund. So I got onto emailing that team.

At this point I was stress and gutted that it didn’t work, but I continue'd to be calm and polite.

——
I received an email back from a team member named Maicol saying '
Thank you for your update, and I’m really sorry to hear how stressful this experience has been — I completely understand your decision given the situation.

We’ve shared your feedback with our technical team, including the details about the locker location and the difference between the actual locker and the image shown. This will be investigated further, as it may indicate a mismatch or issue that needs to be corrected.

Regarding your refund request, this has already been escalated for review and is being handled with priority. We’ll update you as soon as we have a confirmation.

We truly appreciate you bringing this to our attention, and we’re sorry again for the inconvenience caused.

——

I thought all was well and good and my refund would happen sharpish, but today, 4 days later, I was told that -

‘Since the codes are fully functional at the correct Quadient lockers, we aren’t able to offer a refund at this time.’

--

I believe this team have never visited Bradford and the locker that they rent, because if they had, they wouldn't be trying to push the blame on me.

Keynest is meant to be an easy way to lock up your keys for guests staying at your home.
But if I can’t do it, I worry that any guest I have in, who aren’t as tech savvy as me, would struggle even more.

—
Going on from this, customer service seemed good at first, they were quick enough to reply, but you cannot call about refunds. That all has to go through email, which isnt quick and is very frustrated.
All they say is that the request has been escalated.
So i’m now nearly £600 down, and not sure what else to do.

I have sent one more email to ask for them to review it again, and give me my rightful refund, but I will probably have to go through a small claims court.

If anyone has any advice, please let me know.
It caused alot of time, stress and money.

—

IF YOU’RE LOOKING FOR A SIMPLE, EASY WAY TO STORE YOUR KEYS, DO NOT USE THIS COMPANY, BECAUSE IF IT DOESN’T WORK, AND IT'S THEIR FAULT, THEY STILL TAKE YOUR MONEY.

Awful customer service, I don't think it was a real person and they disputed my claim that their locker was where it appeared on the map etc, even though I was standing right next to where it should be. I asked for my drop off point to be changed and they wouldn't honour my request.

Brieste was of great help and she helped me to understand howkeynest works and I was sold:-)

Brise addressed and solved the issue very quickly.

Brise customer service was friendly and helpful in addressing a refund

Aisha did an amazing help support for my so strange situation with my guests and their issue with the keys.
I am glad that i am using Keynest services. They always answer fast and find solution.
Really happy with the help i received.

Lovely was very helpful and patient all the way. Thanks for the great service

“lovely Mae” helped me today and she was so patient throughout the whole process and thankfully we managed to find the missing keys!!!

Great customer service!!

Lovely was a sweet and warm support agent.
Kudos

I had a very disappointing experience with Keynest.
I paid for the service expecting a simple and reliable key drop-off, but when I arrived at the designated locker, it was offline and completely inaccessible. I ended up waiting outside for over an hour trying to resolve the issue. I contacted customer support, but they were unable to offer any real help—only suggesting that I try again later and attempt to reactivate the locker.
I returned a few hours later after being told the locker should be back online, but it was still not working. This created a very stressful situation, especially since I had an early trip the next morning and had to urgently find an alternative way to hand over the keys.
To make matters worse, when I asked for a refund for a service I never even used, customer support told me they could not help with that. This response was particularly frustrating given that the failure was entirely on their side.
Overall, this was a very unreliable and stressful experience. I would not recommend Keynest based on this.

Brise was exceptionally helpful ; I always love the Keynest experience and customer service ! Thankyou

I’m very satisfied with the service provided by Keynest.

The bar acting as the key relay had accidentally mixed up a set of keys. I contacted the customer service team even though I am not directly their client — my real estate agency is.

Despite this, they responded quickly and handled the issue with great professionalism. We communicated via WhatsApp and the situation was resolved the very same day.

A big thank you for the professionalism and for providing real customer service with real people — not just impersonal chatbots.

Well done and thank you!

I registered on KeyNest.
When we went to deposit keys (my very first time!), the system generated an error. We tried twice.
I gave up and found another solution.
Support told me later that the device was without connection.

So my most important remark is: why was KeyNest designed to completely stop functioning in case of a network failure?? I had generated my codes 3 days in advance. The system should sync and know these codes so it can keep functioning in case of network failure (both to accept keys and to give them out). Do they realize how critical it is for their system not to be working? Imagine it's 23:00 and someone is doing a late checkin after a 10 hour flight! Edit: apparently the system will allow retrieval even in the case of connection failure; not allowing drop-off is much less critical.

The error message wasn't indicating it was a network error but saying the code was wrong. That's quite misleading. Why doesn't the device know it's disconnected? The only good thing I witnessed was that the device attempted to reboot; without a message and right in the middle of interactions, but at least there's that.

Why doesn't the main system know a device isn't connected? Especially given their fragile design, this is kind of a major issue. I refreshed my web page with codes and all, and nothing was showing either.

Even online chat support was terrible. The system correctly prefills my account's email, but then the support asked me ridiculous questions like "Do I have an account". I don't understand why their system doesn't pull it up automatically, or why she wouldn't do the search herself first. It's silly to ask if I have an account instead of asking what my account is. When she finally pulled my account, she then proceeded to tell me about the code, etc., so clearly on their end either nothing was showing up as problematic. How is it that they don't know within a few seconds if a KeyNest is out of connection?

It seems to me that this was designed by complete amateurs that haven't given any thought in "what if our network is down?".

I sure hope that hosts that use them have backup solutions.

Edit: I appreciate the detailed reply. I will give KeyNest another chance.

For almost a month, I had no problems, then one fine day I received a notification that my key had been collected. I was on the verge of filing a police complaint because I did not share the pickup code with anyone, but I also suspected that any of the guests from the past might have collected my keys. I sent few messages to my incoming guest, thinking they might have collected the keys. As a result, I had to significantly discount their booking for all the hassle. Finally, I drove to the Key Nest point and was told that the key was still with them, and the 'picking up' message was due to some mix-up with the keys. Within a week, it happened again; this time, my guest informed me the key was dropped off, but my app was still showing the key as with the guest. The phone number for Key Nest location was not working, and the contact number actually said "Check your number." After raising these issues, I was told there was a delay in scanning due to rush hour. When I drove to the location, I had to get them to find my key, and finally, after they found it, I asked them to scan it as dropped off. when i sent email all i get back is their excuses. I do believe that key nest locations do not understand the importance of keys.I will start looking for alternate solution after these recent experiences and no responsibility shown in the communication.

Great customer support. Brise was very helpful

We had a very sticky situation regarding key drop off and collection. Lovely Mae, assisted and she understood my concern.
you should hire more Lovely's!

Thank you and mabuhay!

Lovely was so quick to assist me with my inquiry. Only took less than 5 minutes to answer my questions. That's great!