9flats.com Reviews 1,037

Excellent service. 9flates had the best selection of places to stay in Paris. We enjoyed our stay, our Paris host was terrific, and everything through 9flates worked as expected. All good.

Since working with 9 flats I have significantly increased the number of guests, it is a serious and responsible company, the attention to the host is excellent, efficient and fast. It is a pleasure to work with such a competent agency, it is a business that is on the rise, congratulations to all those who make possible such an excellent job, I recommend 100%. Manuel, manager-owner Hostal Casa Confort Santiago de Cuba, Cuba.

Places that cannot be found anywhere else.

We found a suitable apartment in Malaga Spain. I had paid for the apartment but with no reason this was cancelled. I was in stress to arrange a apartment in a short notice. This is not pleasant.

Good quality, reliable!

Perfect. Location, staff and facilities. I am a single traveller but this would also be perfect for couples. Correspondents is very quick and rates are reasonable.

This was my first reservation with 9Flats, but so far all has gone well.

9Flats is the worst experience I have ever had online. We booked accommodations in Innsbruck for New Years Eve around a month in advance. The host was immediately in contact and we agreed to communicate again closer to the arrival date. As the arrival date approached I initiated contact via message on the site and didn't hear back, but we were already out and about to destinations on our road trip so we continued on. I began calling and texting the given phone number the day before check in and initially received no response. When I threatened to report the number to the authorities for fraud I did receive a text reply saying the person did not know anyone named 'Arsinoe' (our host) and that they knew nothing about an apartment for rent. 9flats provides a special 'check in day' number for emergencies that is supposed to be answered 24/7. We called it many many times and always got a message saying the number was not in service. The normal customer service phone numbers rang for five minutes and then disconnected. We tried many many times. We sent emails to 9flats with no response. Give that it was new years eve the remaining rooms in Innsbruck were extremely expensive so we drove home. I continued to try and call the 9Flats support numbers with the same results. A week and a half later we received a reply via email and the refunded our money and a short one line apology. I left a 1 star review for the user on the 9Flats site and told 9Flats the user should be removed. When I went back months later the user is still there renting the same space and the listing has even been updated and improved. My review was altered by 9Flats and now is 3 stars with all of my words removed. Instead it states that the user cancelled my stay 11 days before arrival. This is is fraud on the part of the user and even worse 9Flats itself. I did some research and 9Flats was purchased by a company in Singapore and has been in the process of moving it's operations there. It is no longer the 9Flats of before. Use at your own peril.

I used 9flats services twice and I had great accommodations in Berlin and Barcelona

I have used 9flats once and everything went very smoothly. I'm definitely going to use it again.

Edited for clarity:

Don't do it. After much research we rented a beautiful flat near Westminster Abbey, paid and confirmed. It was in the area of London we wanted. At 9flats request we tried to email the owner in advance and were able to reach him a week or so before our stay. Two days before our stay I received an email from 9flats reminding me to reach out to the owner again so I emailed again just to verify everything but in this case no response. Thats okay because they gave us his phone numbers and asked us to call when we reached Victoria Street. Arrived in Westminster in the afternoon and still no response. Waited hours at a nearby Starbucks, suitcases and all, and he still never called back. Received a recording in German when we called the 9flats number as soon as we realized there was an issue around 1 pm. Was able to reach the 9flat emergency hot line once it became obvious the owner was nowhere to be found after several hours and while 9flats offered us another flat, it was very poor and in another area of London so we declined. It's all they had on short notice and the hotline worker tried his best to accommodate us. He did a good job. It wasn't their fault the owner didn't keep his end of the bargain. Unfortunately because it was same day there were no available hotel rooms in the area and we had to use Hotwire to find a place about 5 miles north of Westminster at about $500 more than the 9flats flat we originally rented after dragging our suitcases for about 6 hours around London. This pretty much wrecked our day and cost us more money. Here is the note I received from 9flats as apology although they do plan to refund my money:

We are writing to you about your booking with 9flats.com. Unfortunately, your host is not going to be able to accommodate you as planned due to unexpected circumstances. As a result, it has been necessary to cancel your booking,

While it was my decision to cancel the booking I was really left no choice.

The owner is named Maurice and I strongly recommend you avoid his properties as he has several. Very frustrating, not worth it and completely unacceptable. While 9flats did its best to accommodate us it's imperative they vette their properties and owners to insure this does not happen. It puts travelers in a frustrating and potentially dangerous situation. While 9flats claims it's not a hotel, travelers want to know the "confirmed" and paid for property they booked will be there when they arrive. We have never encountered this type of issue from other services such as Airbnb.

It is always easy to find a place to stay that is close to my demands. I recommend 9flats.com to all my relatives and friends.

It's not only that they are very arrogant and take ages to answer emails, but their services is really crap.
Last year (Oct 2016) they didn't pay two of our bookings. We got one payment 2 months later, but only because I was chasing them, which is an absurd. The other payment we have never received: they said (2 weeks after the guest had checked out) that they couldn't charge the customer's credit card and they had to cancel the reservation. We never received any notification about that before the date, so how can they use this excuse weeks after the check-out date?
Don't go there, it's a swamp business!

Customer Service is dreadful
Having used 9Flats for a short time, I agree with these sentiments. The site as a whole is pathetically ill run. Arrogant and unhelpful, they give the system a bad name..
Simply avoid 9Flats..