We arrived at the unit at 15h10 shortly after check-in time which is 15h00. As there is no host receiving you, you have to open a security box at the entrance to obtain the keys from. 2 guys that came to change the towels arrived at the same time and they proceeded to take the keys from the security box and opened the unit and we followed behind them. The unit wasn’t cleaned yet, so the guys said we can leave our bags there and they called the cleaner to come and clean the unit. We decided to leave with them and go for a drink while we wait for the unit to be cleaned. They took the keys with them and we thought the cleaner will be leaving the keys in the security box after the unit is cleaned. We returned around 7pm and opened the key box only to find it empty. This is where our real ordeal started. From 7pm until after midnight we tried calling the host and left messages, but she was unreachable until the following morning at 9am. Between trying to get hold of her we also started contacting Airbnb support whom also tried contacting the host with no success. We ended up running from one hotel to the next, in the rain, trying to find a place to sleep as Airbnb didn’t book a place on our behalf. We had no clean clothes nor any toiletries as we couldn’t access our bags which was locked in the unit. Eventually we found a hotel with a very supportive manager that gave us a room which Airbnb reimbursed us for. To conclude, Airbnb cancelled our 2 night booking and refunded us the full amount. When we eventually got hold of the host the following morning, she apologized and said that they would investigate what went wrong and offered us the 2nd night in the unit without having to pay and obviously access to our bags which was locked in the unit. This was at least a kind gesture even though it can’t erase the horrible experience we had on our first night in Venice. Obviously nothing can erase that experience. For future visitors, please make sure you have the unit keys with you even if the place is not clean yet and unless the host makes themselves available after hours, please make sure you have access to the unit during working hours.