We were given instructions from Nikhil and his “support team” to ask the concierge for the apartment keys. When we arrived at the address and asked the concierge for the keys as we were instructed, the concierge gave us a confused look and said that it was against lease policy to give keys out to strangers. We waited in the lobby for THREE HOURS only to be told that Airbnb employees could not get in touch with Nikhil and we would be given a full refund. This was completely unacceptable, I’ve never had a bad experience with Airbnb until now.