Managed by a call centre. Here's the timeline... We contacted at 12pm saying we're waiting for check-in instructions. 3:30pm check in time being 3pm I call them, they cancelled because of broken 'central heating' - Frankly didn't care, just wanted a roof over our heads. Was kind enough to re-house us, after one of our mates opted to leave so we'd have 8 guests instead of 9... this was 4:40pm or so... 5pm we get to the new house. They didn't have the appropriate access code, and then tried to reach out to property owner. We waited on the line for i swear at least over an hour, when the sun is set, was drizzling, with all our gear ready to go into the house. We called up airbnb, and thankfully they sorted us out within the hour. We tried to be patient, but we had plans to cook our dinner that we prepared the night before, by the time we had the access code it was around 7:40pm. (For reference we have a 5:30am wake up for tomorrow's scheduled activity). Look if you're looking somewhere reliable, I'd recommend an Airbnb that is direct contact to owner, where they are appropriately liable. I don't like the system that Bachcare run as i believe they are an entity using airbnb as a service to promote their bachs signed up to them. But the people on the line were at least trained in customer service - (though lowkey think this was a slap in the face because we were unable to get anything done despite their politeness)