The listing is great but the communication was definitely sub-par for a super-host. The communication occurs via an office in London, not a host in Edinburgh.
Before flying to Edinburgh I asked if it was allright to extend my stay and I got confirmation over the phone that I could extend for an extra day. When I arrived at the airport I still hadn't gotten instructions on how to enter the building. I had to call to get the code for the lockbox (somehow they'd never sent a message) only to find out the keys weren't in there.
When I discovered this I tried to call them again but after three tries they didn't respond. I contacted AirBnB (as it was getting late) and after that I did get a response from the host. The response was spread over three phone numbers and it took over two hours for a locksmith to get me new keys. They confirmed that the cleaning crew had allready visited the house but they couldn't confirm why the cleaning crew hadn't noticed the missing keys earlier in the day.
The day after they sent a locksmith (good idea) but they also sent one the day after to change the second lock. The locksmith called because he wanted to know at what time we wanted to check out. I responded by stating that our stay got extended and immediately panicked to find out that the host never extended the stay on the AirBnB interface. After texting three different phone numbers they confirmed this was a mistake and they updated the AirBnB on their end.
All in all, not the experience I was hoping for. I get it: the key went missing and this was an accident and it can happen. But the communication around it was chaotic. When you go for a superhost it seems reasonable to expect something much better. Preferably a single local host instead of a distant office with multiple phone numbers.
Again, listing was great, but the communication was very poor.