I am Super Host myself so I feel this review may hold some weight to it. I feel my problem with Above and Abroad is an isolated incident and should be taken as such. I am not trying to cancel their business. So, first off, don’t be confused on their early check in and late check outs. I thought there was a fee for a late check out but I didn’t think an early check in was going to have a fee. It does carry a fee. So instead of checking in a couple hour early, I decided to explore. I soon got a message saying they had just painted a wall in the unit and it would be still be wet by the time my original check in would have been at 3p but I can still check in. Then when I went to check in late that night I followed the instructions to the letter. Followed the map and their slide show in the app and got to the door and the code wasn’t working. I tried multiple different times and eventually got my friend to make sure I wasn’t making a mistake. She tried multiple times and it didn’t work. I have keyless doors and keypads on all my doors at my Airbnb and I’ve never had a problem. We eventually started trying other doors and one door the code seemed to work on the door. We heard the door nob unlock and we opened the door to a barking dog and a guy telling us wrong unit. The host swears that that person had their unit unlocked but that makes no sense to me. I heard the keypad work and the door unlock. So, I went back to my friends car and started messaging the host that I had the wrong code. The person that was messaging as a representative of the host did the best they could and I have no problems with them. But the code just didn’t work. As we were waiting and messaging with the host, all of the sudden a bunch of cop cars and ambulance pulled up with lights but no sirens. A few doors down they started roping things off with the yellow tape and a cop said for us to go in our residence or leave the area. I told him I had an Airbnb I’m struggling to get in, he said, we’ll, I’m sorry but you’ll have go in or leave the area. My friend left and I got my rental car a drive around and by the time the host had messaged me that they had someone on site and that the code worked, I had been told to leave by the cops and didn’t want to try and go back. The host swears the code worked but I know for a fact I put in the code that was provided 100% accurately and it did not work. The host swears a manager went there and confirmed that the code provided worked. But to me, since I know I put the code in right, that the only thing to make sense is the manager got there and changed it to the code it was supposed to be after I left. Mistakes happen and I understand that. I stayed in my rental car that night and got another Airbnb the next morning. That host also provided the wrong code to the door at first but sent me the right code immediately. So, I know I got the wrong code or the code on the door hadn’t been changed to the code provided me yet. Either way I canceled and asked for a refund. They denied it and I feel they were dishonest and could have had way better customer service. I run 2 businesses and customer service is huge to me. Policies and procedures are there to protect the business and the customer too but certain circumstances should cause a little bending of policies and think given the circumstances that they should have offered at least a partial refund. They did not offer anything and I am working through the resolution center to work out a fair resolution but it doesn’t look like they (Above and Abroad’s) are in the business of being fair. Again, I know what happened and what I went through and I know whatever they say in their rebuttal are false claims and just poor business management and customer service. I personally would never stay at any of their properties. But I’m sure you’ll have a more positive experience than I did. I think this was isolated.