This was my first booking with Airbnb, and it will be my last. My husband and I went to Toronto for 2 days at the start of our vacation to see a baseball game and to see some sights. I had problems downloading the smart key to my phone, and was told that the door to our suite would be open, and to show security our email, we would be let in. The suite was locked, and security would not let us in. They tried to contact the owners of the suite and could not locate them. I called Airbnb and spoke to a woman who tried to contact the owners as well. After 2 and a half hours of phone calls I received a text saying I would hear back from Airbnb "soon ", so I waited half an hour before I called back. This time I reached a different person, I explained my situation again, and said that I needed a place to stay, meaning that I wanted them to fix the problem. He said if I wanted to rebook that I need to go to their website. I said no, I want this resolved. I was then told that my case would be escalated, meaning I would hear back in 30 minutes. By this time it is 6 p.m. in downtown Toronto, sketchy people are coming out, and we knew we needed to find our own place to stay. Hubby and I walk 4 blocks to the nearest hotel and book in for 2 nights, as it seems that we can't rely on Airbnb for any assistance. I phoned Airbnb, explained that we felt forced to get our own accommodations, and requested a full refund, which was promised. Fast forward to 2:30 a.m. and I am awoken by a text message from Airbnb, guess what,our room is open, and we can have the night for free. What a joke. They really expected me to wake up my husband, who is totally livid with them, get dressed, pack, check out of a hotel that I already paid for, go through downtown Toronto, and you'll give me one night for free. You wake me up for this garbage. Nope, I texted back, full refund. Airbnb then called me the next day wondering how things worked out. They are pretty fortunate that we were at a baseball game and could hardly hear them, I would have given them a piece of my mind if it was possible to have a conversation. Now I realize that when you use Airbnb that it is a contract between you and the owner, but I would have thought that Airbnb would have some sort of way to assist a traveler in these cases. At the very least helping us find a hotel room. We were left feeling deserted in a city that we have never been in. I cannot comment on the owner, I have no idea what the problem was with them. I...