We arrived into downtown Vancouver at the scheduled check in time of 4 pm. We followed Jan’s detailed instructions on what to expect on arrival and what to do while in the apartment. Two hours before arrival we started to become concerned that we had not received the code from the key cafe on instructions to pick up the key. We tried to get ahold of Jan numerous times up to 4 pm. At 4:30 pm after sitting out front of the apartment with no response from our host we contacted Airbnb. AirBnb said they would contact him and if within the hour could not reach him they would find us a new place. It wasn’t until 6:30 pm that Airbnb was able to get ahold of Jan and Airbnb did make us wait. It was really unnerving sitting in our car waiting for 2 1/2 hours downtown Vancouver with our three children and all our stuff wondering if we would have a place to sleep for the night. Jan did apologize for not setting up the keycafe code properly but no compensation was offered for our troubles.