We locked ourselves out of the apt by accident and Silvia did not care to help. After 6 hours of not answering the phone, not replying any messages (sms and airbnb inbox) she said that because it was a Sunday she couldn't get any locksmith. We had our luggage "trapped" inside the room of course. I am almost 5 months pregnant and had to take medication and we had a flight at 8 am the next day. Waiting until Monday as she offered was not an option.
We went to the hotel where we checked in to find a solution. Apparently this is not an airbnb hosted directly by a person where you can get the direct relation, but it is run by a big hotel a few blocks away. Silvia's husband who we ended up meeting is the owner of this hotel: Golden Tulip Rome Piram. The personal there was super helpful but this man called "Il Dottore" wouldn't let us call ourselves a locksmith because they could brake his door, he wanted someone from his hotel to do it BUT they were not available until Monday morning. He made us leave a 200 euro deposit while we went with a hotel handyman -not locksmith- to try and open the door after a whole day of begging and crying. They open the door with a laminated menu within 2 minutes. That costed 100 euros, the same as one night, and we could clearly could have done it ourselves if they had let us enter the building. We were lucky in the end but Silvia and her husband didn't care for us guests at all. The man wouldn't even look me in the eyes nor speak directly to me. They didn't care I was pregnant and needed medication, nor that we had a flight to catch. Airbnb shouldn't let hotels rent apartments here, one of the main reasons we choose Airbnb is because of direct contact to a logic person who wants to offer proper hosting, not a big hotel chain that doesn't care for their customers.