It was a TERRIBLE TERRIBLE experience. I will write all my experiences and thoughts about this property here truthfully. When I and my mother came back, we found a printed paper on the door and said ‘ the lock has been changed’, then I found that my keys could not unlock the door. So I immediately called the host. A lady picked up the phone. I told her what happened to me and my mother, and I took a photo of the printed paper and the door and sent it via Airbnb to the host. The lady said she needed to contact her manager (at this point I was told that my host is a housing agent/ a company named The Stay Management Team instead of ‘Steve’ as described on Airbnb. This information did not appear in the initial description about the property, I did not know if this agent and Steve are the same person, which shocked me at the time). Then I called her a few more times and she kept asking me to wait and she will contact her manager. After a few calls, she told me: 1. They do not know why this door lock and keys were changed and who changed it. ( Till now they did not give me a clear explanation about this.) 2. At that time they could not get the new key immediately, so my mother and I definitely could not enter the property that night. (My mother is not young. She was locked out of the door in the evening, which scared her! Not to mention all our belongings are locked in the property. We were very worried about the safety of our belongings! I don’t want to think of people as bad, while awful things is possible happen like these: bad guys change the locks and enter the property, they may touch our belongings or take our belongings away; even worse, they may set secret microphones and pinhole cameras in the property. That’s scary!). 3. Their team needs to contact the property owner to discuss how to open the door. 4. They could ONLY provide us with another property in another place for us to stay for one night, the lady said ‘at least you can sleep’. The lady sent me a link via Airbnb and asked me to book and pay. She said they could not give me the keys directly to let us temporarily stay in the new property, we had to book and pay again. So I had to pay over £135 for the new property for a terrible night just because of a property with an unexpected lock change which manage by this management team! It just like I paid for someone else’s fault! It was not fair to me! The lady also said that they would refund the money I paid for that new property later. ( But, so far they have not refund for this part. Also It is worth mentioning that as guests and consumers, we did not expect to suffer from such an issue when booking the property, not expecting 'at least' to have a bed.) 5. The next day (26th) at 8 am their manager will fix this issue and open the door as soon as possible. (They said we need to check out the new property before 12 am on the 26th, because there will be new guests check in later. Since 8:30 on the morning of the 26th, I started calling them and they told me each time that they were working on this issue. Finally, they said that one of their staffs would be waiting for me and my mom with the new key at the old property, however, when we arrived at the old property, no one was there. I did not know where the new key was. I called them again and they said that the staff did not see us after he arrived, so he left the key in the key box and left. I think that was irresponsible and unprofessional. Wasn’t a face-to-face communication necessary at that time? If someone planned to change the lock and key on one of their managed properties, why they did not know in advance? After my inquiry, they told me where the new key was. I got the new keys at about 12:30 noon and opened the door. At that time, my mother and I have not eaten any breakfast or lunch. All those experiences were TERRIBLE TERRIBLE !) This terrible issue also made us miss the train to Glasgow on the 26th at 9:00am and wasted two round-trip train tickets. After this terrible night, my mother and I thought that the property was no longer safe for us and our belongings, and the host was no longer reliable and trustworthy for us, so we decided to check out immediately after we opened the door and got all our belongings on 25th. This issues took A LOT OF my time to defend my rights. Until now, things have been going like this: 1. I received the full refund for the old property from Airbnb. 2. Airbnb compensated me for my two train tickets to Glasgow, also they compensated me the twice Uber expenses due to this issue. Regarding the above results, I appreciate their efforts and empathy. However, they said in the email that ‘Since a full refund was issued to your original reservation, we can no longer process a refund for the 1-night reservation...as the full refund and reimbursement were processed due to one-time courtesy‘. I don't think it was a good reason, it did not convince me. First of all, booking that new property was not due to my initiative and my willingness. That booking was not supposed to happen, however, it happened as 'the ONLY solution' (quote from them) that Steve/ The Stay Management Team could make for me and my mother after the issues happened that night. They said they would refund me...