This is the WORST experience with AirBnB so far. We never got to enter the property. The host/management company asked us to go directly to the property as it is unlocked and keys are inside. We went there with all our luggage and the door was locked. The host would NOT GET ON A CALL with us. They only responded to the chat on the app and that too VERY VERY SLOWLY. 2 HOURS LATER, nobody helped, host stopped responding so we had to leave to find a new hotel at 10PM.
They left us stranded just like that in a new city, on a chilly winter night. Beware of them!!