I came to the flat the keys weren't there at all, (check-in it was at 14:00) I tried to contact the host but didn't reply nor have her details on the Airbnb profile. I was waiting with 2 older ladies which had to wait for an hour at 15:00 when a cleaning lady showed up and let us in (by miracle) the host contacted me later when we were in the flat already. I can't describe how it feel this when it's cold and nobody is there to answer you properly. In addition the host offered me to cancell in the door after I was complaining. I would like Airbnb enforce their own rules as this was a really unpleasant experience for all of us. A little bit of accountability it would be nice especially when you are choosing this service.