Extremely disappointed and unsatisfied.
When the guests arrived the door was open and unlocked. The keypad was broken so I emailed the host asking what to do since they had no way of locking the door the next morning.
After numerous requests that the host contact the guests directly to coordinate the next steps the host stopped responding.
Around 12.30 am the host sent someone to the Airbnb to investigate the keypad, the guests got out of bed and said hello and there was no response.
Since the guests were already nervous about staying there with a broken keypad they decided it was not safe and left to stay in a hotel.
I emailed the host about this at 1am and did not get a response until the next morning. The first email they apologized that someone tried to break in and then I received another email advising that it was in fact them that sent someone..
When I asked that I be refunded he refused due to his cancellation policy.
Our guests definitely did not feel safe at this property.
Very unprofessional.