Before we arrived in Madrid, Ulises told us his mother would meet us at the door to his building because Ulises would be out of town. All we had was an address (no entry pin, no key, etc.). His mother never arrived to let us into the apartment. We waited 1.5 hours at the door and finally gave up. We are confident it was the right building because his name was on a mailbox. During the time we waited, we sent 3 messages to Ulises over airbnb's message board, emailed him and called his cell. Another man answered the phone who did not know Ulises and who did not know about airbnb. Ulises did not respond to our messages until after we left. When I asked Ulises for a refund, he said that his mother was waiting at the door but didn't see us. Later he changed his story to say that his mother was waiting at a nearby bank. Thankfully, airbnb refunded our money. This was a very disappointing and frustrating airbnb experience.