We have faced a very bad situation during our stay.
Someone had access to the building and the flat. We got robbed while we were away. The host is claiming to have a 24/7 emergency number but we were left alone in this case. They were supposed to support us with the police claim but instead left it to us to do the entire process. The only communication we got was to provide them the police report so that they can use it for their insurances. The host never answered to our claim to get a refund of our stay.
Their is obviously something wrong in the way this agency operates. Someone had keys.
On a positive note Airbnb has been very helpful in the entire process.