The apartment itself suited us well. We were told to arrive any time after 2pm. However when we arrived at 7pm there was no key in the lockbox. After calling the host I was informed the previous reservation had been forgotten and two hours were needed to clean the apartment and give us access. I expressed my frustration and was offered 20 EUR. I contacted Airbnb and was told the host has one hour to guarantee access. I received a call shortly after 8pm that the apartment was ready and left my family at dinner to ensure everything had been resolved. Luckily I was able to enter and the apartment was cleaned. Nevertheless, I found the circumstances unacceptable and expressed this to the host. The morning of our departure as we were leaving we were handed 20 EUR and a brisk apology. Truly disappointing costumer service from both the host and Airbnb.