I guess you could say we had an Airbnb from hell experience. We arrived at 1 am to downtown LA where our apartment was, only to realize we were never given our room number. We called the 24/7 "help" line only to be given the same message over and over to "We've reached out to the host via message, he should reach out to you soon." When we tried messaging our host through AirBnb, and we got a generic auto-reply message to call the 24/7 line again. Well, fast forward, and no communication came. We decided to try the code, and ended up in a traumatic situation where we walked in on another guest's room. We were fearful of the safety of our room, as we figured if our code could get us into another room, someone else's code could get into ours. At about 4 am we finally got a hotel room. There weren't many options, and we ended up paying significantly more than what we wanted to, as everything was booked. I called Airbnb the next day to settle the situation, and Airbnb told me the host refused to refund us our money. Of our 48 hours in LA, I feel like most of my time was either trying to get in our room or on the phone dealing with customer service. I guess I had an extreme situation, as everyone else seems to be giving great reviews of this place, but wow, what a terrible situation.