Apartment rented in Evere
I am writing to share my recent experience with renting an apartment through your agency, and while there were some positives, there are also several areas that need improvement. Firstly, I would like to commend Sven for his availability and responsiveness throughout the process. His prompt communication was greatly appreciated. However, beyond this, I found the overall experience to be lacking in customer-centricity. The main issue arose during the incoming and outgoing surveys. The apartment was presented with its best pictures, but important issues were not properly documented. During the incoming survey, I took pictures and requested certain points to be included in the official documents, but the updated version was never provided, and my pictures were not included. Additionally, we received the keys 15 days after the incoming survey, yet issues such as an unclean washing machine and dirty duvet were not addressed, indicating that nothing was done during that period. During the outgoing survey, although Sven and the surveyor both appreciated the state of the apartment and acknowledged that everything was well cleaned, I was still given a hefty fine which I felt was unfair. I did not receive support and it seemed intentionally done (I can share details if you are interested). Moreover, it has been almost two months since I returned the keys (on 15th Dec 2025), and I have not yet received my caution money back. This is a major concern, especially since I was asked to pay the one-month penalty for breaking the contract separately so I had to pay again although there is a caution money with them from which they could have deducted like they are going to deduct the 212eur of fine as its close to 2 months and I am still waiting for my caution money to be returned. It feels like my needs are being overlooked. While following the rule book is important, it is equally important to consider the human factor. I believe there needs to be some introspection on this front. Tenants who maintain the apartment well and return it in better cleaned condition than they received it should be rewarded. In my case, there seemed to be a deliberate attempt to impose an unfair and excessive fine, which left me feeling unrewarded. I hope you take this feedback constructively and make the necessary improvements to enhance the renting experience for future tenants.
Thank you for taking the time to share your detailed feedback about your rental experience. We truly appreciate both your positive comments and your constructive remarks. First of all, we are pleased to hear that you were satisfied with Sven’s availability and responsiveness. Providing clear and timely communication is very important to us, and we are glad this was reflected in your experience. That said, we would like to clarify that the incoming and outgoing inventories are carried out by an independent third-party expert company and are not managed by Casalina. The inventory reports, assessments, and any related decisions are therefore outside of our direct control. Likewise, the rental guarantee is held and administered by Korfine, which operates independently from our agency. The release of the deposit depends on the agreement between parties and the completion of their administrative procedures. We understand that situations involving inventories, additional charges, or deposit timing can be frustrating. However, these processes are governed by the independent expert’s findings and the signed reports. Casalina does not determine the expert’s conclusions nor directly manage the guarantee funds. Throughout the rental process, we did our utmost to provide professional guidance, clear communication, and availability. While we are disappointed to read your overall conclusion, we nevertheless take all feedback into consideration as we continuously strive to provide a transparent and reliable service. We wish you all the best in your future endeavors.