Came to Brooklyn for a family event and was not able to access the apartment because the lockbox was empty and didn’t have the key needed for entry. The host had an emergency contact who disputed our claims but when we sent her pictures of the empty lockbox she said she would send her daughter over with the key. My family and I waited outside for 2 hours in the heat, after traveling across country to be stranded on the street while being bitten by mosquitoes and no one came with the key. We eventually had to make other arrangements and it was then that the emergency contact’s daughter showed up with a key. Host did not offer an apology for the inconvenience and when I disputed the charges, she lied and told Airbnb that we accessed the apartment and we were denied a refund. She also alleges that the key was in the lockbox, both are untrue. If I could post a picture of the empty lockbox here I would. If there was a key, why would the contact need to send someone over. We sent her a picture of the empty box. I am planning to dispute this further up the chain of command. My family reunion trip was ruined. This could have easily been resolved had the key she said would be provided was actually in the lockbox. Even though host says she can be reached, she never responds to texts or calls to the number provided. I couldn’t access the Airbnb app and she would respond to my text to her number in the app(which I could read only in the email format and not respond to) Bottomline, I can’t speak to the actual apartment itself because we never got in but the host was less than hospitable and rude. I would not recommend this place if you are looking for good service and a responsive host. Stay here at your own RISK!! It seems like the quality of hosts is going down using this service. I contemplated no doing this because she may respond in kind with lies but Im willing to take the risk. People should know about this host. There is no real protection for Airbnb guests.Airbnb has lost this customer. Going to try other services from now on.