The actual AirBnb was nice and clean. The check in process was horrible though. No where on the site does it say and email will be sent with check in information. I sent a message prior asking for the door code and apartment number since nothing was mentioned and I never got a reply. We drove in after work and spent two hours trying to get someone to answer their customer service line. When I got someone, they were extremely rude and not helpful at all. They kept saying check your email, but would not provide the email address used to send the information. I checked my spam and trash folder with nothing. We ended up having to get a hotel the first night until someone actually emailed us the apartment number and door code the following morning. They weren’t going to reimburse us for the first night either so luckily AirBnB customer service was excellent and handled the situation.