When I showed up at 8:30 pm there was not a key left in a lockbox on the door. They sent me multiple e-mails assuring me there would be on the door by 3pm. I was able to get ahold of someone in the office, who had me send a photo of the door and said they would return my call. After nearly 30 minutes a technician showed up like promised. He apologized and let me into the apartment only to find out there was someone staying in the apartment I paid for. He told me he needed to call his associate and disappeared. He came back 10-15 minutes later and let me into an apartment on the second floor. He apologized and gave me no explanation other than that the hosts would call me tomorrow. The apartment he left me in was nothing like the one I purchased. I purchased a new apartment, with a loft bed, glass shower, beautiful artwork on the wall in the living area and in the bathroom. This one had two double beds shoved together in one room, a shower that only half worked and holes/scratches on the walls. I immediately notified Airbnb. After sending three messages to the hosts requesting a refund they responded that they were sorry and refunded my money. I am grateful that my money was returned. The technician who let me in was very kind and also obviously confused about the situation. I wish the hosts had provided me with an explanation as to why another person was staying in the apartment I purchased, but again I am grateful for the apology and for the full refund I received.