I have given this two stars purely because the stay itself was decent. I arrived at 11:30pm, I had specified check in between 11-1am. I was told self check in was available and was given a combination to a safe where I can pick up the keys, I opened the safe and there were no keys. All attempts to contact the help number provided rung out, i tried for more than an hour. I had to look for a hotel for my mum and I to sleep. We had luggage and my mum has a bad knee, so we took an uber to every hotel, one after the other they were fully booked at 1am on a Thursday, expectedly. I spent another half hour before I found a hotel with the last room available. I called the next morning and after a couple of tries the line was answered, the person on the other end did not acknowledge my multiple calls earlier in the morning nor the voicemail i left, i was told he could get the key to me at 12:30pm, this was at 11am. At 12:30 I rang and he requested my location and said he could be there in 5 minutes, after 10mins I called again, then he said he didn’t know the location, at this point i suggested to meet him outside the building. I got there, called and he said to give him 5 minutes, when he arrived he said he and his colleague needed to make sure it was the right flat they were renting because they rent a lot. I still don’t know what that means. I was left in the drizzle for another 10 mins, he finally came back with a key. When i asked why it wasn’t in the safe in the first place he responded one of the cleaning crew removed it from the safe and put it in the back office. I expressed my frustration to which he responded he’s even more angry than i am, laughable. A refund for the night missed has been processed and he has mentioned reimbursement for the night at the hotel, although I am yet to receive any monies. This was a very poorly managed situation and profoundly inconvenient. I had double checked the possibility of a late check in and was not under the impression that this was their first late check in. I am extremely displeased with this service and I would advice caution before booking this airbnb.