I don't even know where to begin but here goes: My partner and I booked this airbnb for a day trip and date night in the city and after a long day of exploring Boston we arrived at this airbnb to check in/shower and get ready for our dinner reservations around 8pm at night. When we arrived were able to access the front door, however the key to our room was locked and there was no key on the premises although at this time we were told that we would be able to access the room. I then contacted immediately Boris & Susan to let them know our room was locked and experienced the most infuriating customer service interaction I have ever encountered in my life. I let them know the room was locked and that were running late for dinner reservations and it was almost as if I was communicating with an automated robot. They wouldn't directly answer my questions as to why the room was locked, replied very slowly, blamed the inconvenience on their housekeeper, ignored my requests to communicate via phone, and told me to check a lockbox for a spare key that did not exist. At this point, we were very frustrated not only at the situation but also at the extremely poor quality of customer service and with no room and on the verge of missing our dinner plans, I asked if we could just stay at another empty unit in the house, and they informed us that there were no available units - even though the house was empty. They then offered either a refund, or a room at a nearby unit without providing us any other details except for the address. With no other option my partner and I carried out luggage about half a mile in a very busy neighborhood (at this point it was 10-11pm at night and we had already missed out dinner reservations). When we arrived at the replacement room the quality was significantly lower than our original room. There were stains on the rug in the living room right when you walked in, the room was tiny, and was not the same value as the one we originally booked. We ended up staying the night, and the one positive is that Boris & Susan provided a partial refund upon my request due to the extreme inconvenience and the fact that we did not stay in the room that we paid for. All in all, although we reached a slight resolution in the end, I would NOT stay at any place hosted by Boris & Susan again and I caution anyone who values quality customer service to do the same.