We had an unfortunate experience booking with this organization. On the day of check in, we received notification that the suite was cleaned and ready to check into. When we arrived, we struggled with the lockbox as it was jammed or not working despite following the specific instructions sent. We then called the number given for assistance, in which someone said they were sending personnel to assist. It was only then that 5 minutes later we received a message over the Airbnb messenger app that there had been a medical emergency earlier that day and that paramedics had to break down the door. They then said they would try to find another property for us. We found this to be very strange, considering we had only called to notify of the lockbox issue, and only then found out about this emergency (despite receiving notifcation of ready to check in). The company was unable to find us another property and essentially we were out of luck. They also tried to make us cancel the reservation, even though it was they who were canceling on us. The whole situation was very strange, but we were able to get fully refunded once the company involved an Airbnb case manager to mediate.