At first, there was a huge misunderstanding despite the guests proactively clarifying check in procedures and willingness to pay an extra night if needed. Misunderstanding was on the hosts part, if they were confused then they should have clarified or charged me an extra night. Instead then sent me LATE CHECK IN PROCEEDURES which included information on check in proceedures for anything after business hours up until early morning, (my check in time was for 12am that day which is clarified numerous times). Front desk ladies answering the phone ignored my calls for over an hour. When I finally got in touch with them they proceeded to communicate in a very rude manner and told us that this was our fault and there was nothing they could do for us. Finally got in touch with the Airbnb manager who was extremely helpful and provided us with early check in at no cost and an upgraded unit. I appreciated Raphael/Xaviers effort in actually assisting me. Rest of trip was perfect. Thank you!