After using airbnb for the past 10 years, this was the worst Airbnb experience we've ever had. We informed them we were arriving late so they organised for a lockbox with a key. When we arrived, there was no key in the lockbox. We were left standing in the cold with all our luggage at 1am in the morning on a dark street in Istanbul. They tried to rectify the situation, but the best they could do was call a locksmith which was going to take at least an hour to arrive.
We ended up having to book a hotel and canceling the airbnb. I understand it was a mistake, but we expected a full refund for our stay which we did not receive. To have to pay for a place we spent 0 time in is incredibly frustrating. We had to stand in the street in the middle of the night trying to figure out where to sleep after a long flight, this is unsafe and completely unacceptable. We ended hundreds of dollars out of pocket. We did not ask for compensation just a full refund which we did not get.