Never received the check-in information. The numbers found within the app were invalid and I had to search through the internet for a number that would connect me to someone at Heirloom that could actually provide answers. It was an added stress to the others in my group that had to wait and wonder if we were going to have a place to stay. The AirBnB customer service was not helpful in any way.
Once I was able to get in contact with a person at Heirloom, his name is Randall, everything went smoothly. I advised him of the issues with the check-in and the invalid numbers. He advised he would do what he could to remedy the issues and thanked me for the info.
The property was unable to accommodate a late check-out due to the cleaning service and new guests coming in. They did permit us to leave our belongings in the room for an extended period after check-out, which was an acceptable alternative, however, a late check-out would've been possible. When we returned to gather our items around 1pm, the cleaning service was not at the property and never showed up while we were still on site which was until around 2pm. Given our issues with check-in, the late check-out should've been accommodated without hesitation.
The whole experience with Heirloom properties will make me think twice about using them again. The property was clean, safe, and a perfect size for our group, however, the issues with the communication and customer service may outweigh the positives.