Booking and pre-arrival communications were fine, and Val let me know that the key would be at the security desk on our arrival. We arrived after midnight, but the security guard was not able to find the key. Never found out what happened. Luckily we were able to find a hotel nearby, but it was much more expensive than the airbnb, and airbnb did not offer to cover or offset the cost or offer any compensation other than a refund. If we had not been able to find a hotel nearby we would have been sleeping on the street in NYC!