Where to start... First of all, this Airbnb is not managed by the owner but by an agency. One would expect a superior level of customer support in that case. Unfortunately, that is not the case. First of all, I was asked to provide a picture of my ID before check-in information would be shared with me. I only saw that message at 10 pm (when I was checking in), shared the requested picture (I still don't know why that was requested as my profile is fully verified with Airbnb) - and didn't receive a reply (I guess it was too late). I had to send several messages and call them (they didn't pick up) to get the check-in info. Second, the check-in was extremely cumbersome. First, I needed to enter a digital code so that a garage door would open (where the key was stored in a separate lock box). That garage didn't open. I followed the instructions meticulously (together with a friend who was with me) and we did not succeed. I called again - they didn't pick up. My friend called - they picked up... I then asked them to explain again how I was supposed to enter the pin which still didn't resolve the issue. Only after I randomly pressed the buttons I somehow managed to do it right and the garage door opened. I, finally, could retrieve the key from the lockbox. Fast forward to the next morning when I leave the apartment: I could not lock the door. I've lived in France for 4 years so I know how door locks work here (you need to pull the handle up before you can lock the door). The key simply wouldn't turn in the lock. This is why I had to leave the door unlocked and ask the agency to put some oil in the lock. They point-blank told me it was my fault. Funnily, it worked when I came home that evening. The next (check-out) morning, however, I had to deal with the garage door again - and faced the same issue. The consequence was that I left the key in the apartment and the door unlocked. This was by far the worst Airbnb experience I had. The apartment itself was nice, nothing to complain about there. Just the service/support was terrible.