The door was locked when I got there with a metal cover over the lock. When I contacted Valerie for help there was a third party involved that she uses to manage the apartments. I left to go to dinner with a friend and someone was supposedly sent to try and open the door and that was to no avail. I know sometimes these things happen, but the actual problem I ran into was that the third party and Valerie were insisting that I cancel the reservation so that they could avoid a penalty. In case you don't know, if a guest cancels the reservation on his/her/their end they won't be entitled to a full refund. So I feel like Valerie is play games. Anyway, if this ever happens to you that your host isn't cooperating with the procedures just call AirBnb directly and don't waste your time with the third party. The Airbnb representatives was easy to talk to and took care of the issue right away.