A very unpleasant experience . Worst customer service. We arrived after 3pm and expected the key as written in the instructions. We tried to contact the host, without any response. When we found one of the staff (we asked another visitor), he said that first of all we have to deposit a credit card, nothing was written on the website and on the host page! and then he send us to the reception (The full discussion! I asked why they don't mention it in the instructions and she said "we changed the rules and that's it! Do you want to give the details or not?")
we paid for everything in advance, they required us to give credit information otherwise there is no key.
And the whole conversation was unpleasant. We are not from Australia and we are traveling in Australia and the attitude was a bit racist.