AirBnB was great in refunding us for the reservation. In gaining entry, we had to access one program, upload ID, and then get the app to access the unit. The wrong phone number to contact the management company was a fax number, so couldn't get through. Finally, someone called after messaging multiple times. We were told to go the management office to gain access if we could not access the email to gain access to the app. Super layered and confusing. The final time that one of the management team contacted us, she yelled at us for not understanding their instructions. We were done! Appreciated working AirBnB on this issue.