Communicated solely with Alex's sister leading up to our reservation. Our stay started 1 day later than booked due to weather delaying our flights - I let Alex's sister know that we would be late, but did not expect a refund for the first night (as it was not their fault).
The day we arrived, we came in earlier than expected. Alex's sister diligently worked to have someone meet us and take us to the apartment. Abu came for us and went ever the apartment with us both before refunding us for our missed now (caught completely by surprise). This was our first Airbnb experience, and it was great.