Beginning with the issue of the lock box not working, it was then followed up by the back up box not having any keys in it. After calling the emergency number several times and being told I was doing it wrong and to keep trying this and that eventually they said they would send someone in 15 mins to open the box. 20 mins go by, they call back and say someone can come in 30 mins. 40 mins go by, by this point we are 2 hours late for the whole reason we are in Edinburgh - we also informed the person on the phone about this to which we got a "sorry" and they hung up. Eventually Evelina turns up and she then attempts to open the box and cannot get in. After 10 mins of this she then reveals she has a spare set of keys in her car. We go to the flat and she informs us she is just going to come in case it doesn't work. Well, low and behold, we get to the flat and the "spare set" doesn't open the flat. Thus, now after another 10 mins of evelina trying the same keys in the door. I then ask her what happens now. She gets on the phone and discusses in a foreign language about what to do with the other person on the phone at which point we have to ask her what is happening and she says she is looking for other flats. Well the whole point we booked that flat was location, the space, the 2 bathrooms, and the FREE off street parking. She then tells me there is another 2 bedroom flat. At this point we don't want to move the car as we are in a street space that isn't pay and display bearing in mind the Fringe is on and Edinburgh is full to the brim.
This second flat was not in the location we asked for, did not have the same spec as I paid for and was not anything like the booking I made. They made no effort to inform me of what would happen now that we couldn't get into the flat given that that is the flat that I booked and paid for.
They have had a complete disregard for the whole reasons we booked the place we did and they have failed to respond for nearly two weeks on the matter. I expect a full refund as we did not end up staying in the place I booked.
Worst experience I have ever had at an airbnb - and it had to be the time I was introducing my family to it!