Unfortunately in our case, there was an issue during our check in. We arrived late at night in Milan, followed the instructions but the lockbox was empty. Apparently, our room was given to someone else. The host suggested we should try some other lockboxes at the point, most of them with no key inside something that caused discomfort, regarding the late hours. Despite the delay, we were offered some suites managed by the host without charge and a refund (the host also offered to pay a taxi for our trasnport to the suites). Suites were clean and very comfortable, and provided everything we needed. Hope it was just a one time mixup.