This was our first airbnb experience as guests & as we are long term airbnb hosts we have a good understanding of how it works. Where to start, communication was ok initially, then nothing a few days prior to stay or since. Arrangements were made with Ben to meet the neighbour with key at designated time, but when we arrived she was not home. This was concerning as we had made a long trip with our family including a young child. All attempts to contact Ben failed. We had no contact details for neighbour. The neighbour returned home 5 hours later & informed us she didn't know about any arranged time to pick up keys. Inside the flat, it was basic & needed to be cleaned. There were 2 bath towels for 5 adults, 2 pillows for the 3 advertised beds? Spare sheets provided were thrown in heap on floor for blow up bed, complete with cockroaches. Garbage in kitchen, old food in microwave. The location is great once outside of flat, no harbour views from flat. Car required to go for meals or to shops. Positive was that we did meet a neighbour that felt sorry for us who tried to help. As our first experience as a airbnb guest this stay was disappointing & stressful & Ben still hasn't made contact.