Dear Anna, I’m not sure if this is going to be read by the owner or the host making team. Regardless, this was a very “impersonal” experience, quite far from the personal and welcoming exchange I love with AirBnb. It was like communicating with lawyers and not a prompt and personal host. If you can’t find a key to your place, it’s your responsibility to accommodate something else for your guest. At least try to help. NOT leave it up to your guest who’s locked outside at 10pm!! And on top of that be hard to reach. After such extraordinarily unfriendly experience , it would have helped to offer “something” to compensate the trouble, not just a refund for the night we were locked out. We tried to cancel because we had to make other plans when it was a question if the keys could be found the next day, but as I said - that was like taking to lawyers. We left two nights earlier and had no refund. You should also take an other look at the details of your place, like chipped paint and loose tap in the kitchen which I think would’ve been fixed if it was the owner dealing with this - not a hostmaking team.