I booked the flat for a month for the next day and because it was instant book, my booking was immediately confirmed and payment taken. Sent a message asking what name is on the doorbell but never received any info or instructions. Called his number but only got an answering machine. Check-in info on booking said 3-5pm so got there at 4pm with 2 big suitcases in tow. Rang all the doorbells but nobody knew anything. Finally after an hour and about to leave, Gustavo sends a message saying sorry but the flat was not available. Called his number and he finally answered saying he just woke up and was surprised to see the booking and all messages! He apologized and said it was his first time to use Airbnb, he doesn’t know what happened and that he’ll contact Airbnb to cancel booking and send my money back. He wrote a message saying he did that but when I called Airbnb for assistance, they said it hasn’t been done! Explained what happened and Pedro, Airbnb customer care, was super in assisting us. He cancelled the booking, began the refund process and offered a discount voucher to use as he helped us look for alternative accommodations. 0* for Gustavo, 5* for Pedro of Airbnb!