This was a total fiasco. I’ve had nothing but great experiences with Airbnb until booking this property. We arrived late at night, there was no key in the lock box, there was no answer at the phone number listed, and there was a rat in the alley near the entrance. When someone has 13 properties in one city, it’s not what Airbnb is about.
I have to say, Airbnb came through for us. They canceled the reservation, refunded the fee, booked us into a hotel, and covered the hotel cost.