I want to say first at the place was lovely and the area was perfect. We had booked 8 nights and stayed 7, see below.
Unfortunately I cannot say the same for our host. We arrived quite late, around 12:30 am and the lock box did not work. We did not realize there were three of them, not one as in her photo. After 30 minutes of effort, I tried texting and got no reply so i tried calling her, and her texted reply was, please stop calling me it’s 1 AM. Which of course I knew. She also texted she had never had the problem before, which again was not helpful because now she did have it.
After an entire hour, we finally located the third lockbox and were able to open the outer doors, but could not open the apartment door. It appeared to us the deadbolt was damaged. At that point I knew better than to ask her for help so I booked a hotel and we stayed there that night, checking in at 2:10 am.
The next morning I called her explaining that we had finally found the lockbox and got into the building but had not been able to open the apartment. She sent us a video showing us how to open the door. In the video, it showed her housekeeper utterly unable to open the door. All the while texting me that she did not understand why I had a problem, since the video showed how to open it!
At no point did she offer a solution or an apology. I finally asked if her housekeeper could perhaps meet us at the apartment and show us how to get in. She then arranged to have her housekeepers friend meet us at the door, and that lovely lady was able to let us in.
On our last day but one, she texted me asking what time we were going to leave. I replied that we were leaving the next day at around 7 AM. She texted me back saying “Your reservation ends today.” I replied with a photograph of the reservation, by now just having to shake my head that she would talk to a guest this way.
After about an hour she texted me back and confirmed that I was correct.
I truly value Airbnb and I have had many great experiences with Airbnb, this is in fact the first time I’ve ever had a problem.