We are very disappointed that the property was not accessible when we arrived at 9:30 pm. The front door could not be opened because the anti-theft chain was locked from the inside. We couldn’t enter from the main entrance. We called customer support several times, but no one answered the phone. Ironically, their support line for landlords was picked up immediately. But the gentleman who answered the phone refused to help us and insisted we should call the “right” line. We have no choice but enter the building from the side window. We feel we have to act like theft, even though we have paid for it. This is our worst check-in experience with Airbnb. The management team need to make sure their property is truly ready for check-in.