I arrived from the airport at 1 AM and could not get in. The lockbox was fine, found the keys, but could not get the tumbler to work. I had to wonder the streets at 1:30 in the morning to find a hotel room. The next day, Paola sent a man to help me get in. He had to fiddle with lock a long one before he got it and he told me the lock was getting replaced that week.
I ask Paola for a refund for the first night and she refused. She insists I should have contacted her earlier that I’d be in later, but I did reach her at 11 PM to say I my flight was arriving at JFK and she responded, so she knew I would be “later”. I did send a note through Airbnb to her to say I could not get in. By the time I received her note to ask if I’d like her to try to find someone to help, I was already a 1/2 mile down the road in a hotel lobby and didn’t want to walk back a half mile at 2 AM with my luggage. She knew the lock was an issue and she should have sent a note to say “the lock is tricky and may require assistance, so arrange with me in advance.”