It baffles me that Monique has been rated so well in her communication. Upon arrival we scrambled to get into contact with Monique after having had zero direction on what to do when we arrived at the loft to obtain the keys. After waiting a while for her to respond we opened a case with Airbnb customer service as we were getting no replies and waiting in the street for direction hours after our check-in time. When our case was opened, she finally replied saying that her maid had been waiting on our call. We were very confused as we were given NO number to the maid and the rest of our communication was done through her maid as we drove to multiple locations around the city to pick up the keys. When we finally met up with the maid she was very hard to understand and no written direction was given, even though she was nearly impossible to understand verbally given English was not her first language. Monique took no steps to ensure our check-in was straight-forward and passed on her responsibilities to her housekeeper without notifying us or giving us a number to call. We were very disheartened and our anniversary was spent scrambling to get into this loft. The loft itself was satisfactory, clean for the most part but had brown streaks running down the wall and the wifi did not work. The next day after we checked out we drove out of Vancouver and realized we had kept the parking pass accidentally and after offering to mail it to her, she denied the offer saying we would be charged $50 to replace it immediately. We missed our ferry to drive to Richmond and give the parking pass back to her maid, unable to understand her directions once again and no flexibility was given by Monique even though we had been nothing but flexible the previous day given the mistakes she made in leaving us with no number or check-in information. I strongly suggest to steer clear of this host.